At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences and improve service processes.
- Company: Join a growing international business focused on customer satisfaction.
- Benefits: Competitive salary of £55,000 plus benefits and career development opportunities.
- Other info: Opportunity to influence change and drive growth in a collaborative setting.
- Why this job: Make a real impact in a fast-paced environment while shaping customer service excellence.
- Qualifications: Proven experience in customer service management and strong leadership skills.
The predicted salary is between 55000 - 55000 £ per year.
- Customer Services Manager
- 📍 Berkshire | Office-based (5 days per week) 💰 £55,000 + Benefits
Are you an experienced Customer Services Manager who enjoys building high-performing teams, improving processes, and delivering outstanding customer experiences in a fast-paced commercial environment?
We're looking for a proactive and commercially minded Customer Services Manager to lead our UK Customer Services function across our sustainable brands.
This is far more than a traditional customer service role.
You'll lead a busy in-house team supporting both consumer and commercial customers, balancing day-to-day operational excellence with continuous improvement in a business that's constantly evolving.
The Opportunity
Our Customer Services team supports a diverse customer base, from consumers looking for advice on choosing the right product through to commercial customers managing power garden and DIY equipment and ongoing warranty requirements.
As the business continues to grow and new products, services and brands are introduced, you'll play a key role in ensuring the customer experience remains seamless while driving improvements to processes, communication and service delivery.
- What you'll be doing
- Leading and developing a team of 10 Customer Service professionals.
- Ensuring an exceptional customer experience across both B2C and B2B channels.
- Managing a high-volume operation handling phone and email enquiries entirely in-house.
- Driving continuous improvement across customer service processes and ways of working.
- Working closely with Sales, Marketing, Operations and Product teams to ensure new initiatives are successfully implemented.
- Identifying opportunities to improve communication, efficiency and customer satisfaction.
- Making full use of customer service data and reporting to drive performance and support decision-making.
- Supporting the continued integration of multiple brands and business units into a single customer service function.
About you
You'll be an experienced Customer Services Manager who enjoys leading from the front and creating a positive, high-performing team culture.
You'll bring
- Proven experience managing customer service teams within a fast-paced commercial environment.
- Strong people leadership and coaching skills.
- Experience improving customer service processes and operational efficiency.
- Excellent stakeholder management skills with the confidence to influence across departments.
- A customer-first mindset combined with strong commercial awareness.
- The ability to prioritise effectively and remain calm in a constantly changing environment.
- Experience using customer service systems and reporting to drive performance.
Experience supporting both consumer and commercial customers, or working across multiple brands or product lines, would be highly advantageous.
Why join us?
This is an opportunity to join a growing international business where customer service is central to the customer journey and brand reputation.
You'll have the autonomy to shape the function, improve processes, develop your team and make a visible impact across the wider business.
If you're looking for a leadership role where you can influence change, improve customer experiences and help drive the next phase of growth, we'd love to hear from you
Customer Services Manager in Reading employer: FMCG executive network
Join a dynamic and supportive engineering team as a Multi-Skilled Maintenance Engineer in the FMCG sector, where you will thrive in a highly automated production environment. With competitive salaries, generous overtime opportunities, and a strong focus on training and development, this role offers not just a job, but a pathway to long-term career growth. Experience a work culture that prioritises safety, collaboration, and continuous improvement, all while enjoying the benefits of a permanent night shift schedule that allows for a balanced lifestyle.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Manager in Reading
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FMCG executive network. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like FMCG executive network before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Manager in Reading
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to FMCG executive network:Your cover letter is your chance to shine! Tell us why you want to work at FMCG executive network specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at FMCG executive network!
How to prepare for a job interview at FMCG executive network
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
