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For Companies At a Glance
- Tasks: Lead a dynamic customer service team and enhance customer experience.
- Company: Join Funky Chunky Furniture, a growing UK furniture manufacturer with a focus on quality.
- Benefits: Competitive salary, flexible hours, 28 days holiday, and remote work options.
- Other info: Opportunity for growth and exposure to innovative systems and AI.
- Why this job: Take ownership of customer experience and drive real change in a thriving business.
- Qualifications: Experience in managing customer service teams and strong organisational skills.
The predicted salary is between 35000 - 40000 £ per year.
Location: North East England (on-site)
Salary: £35,000 – £40,000
Full-time | Permanent
This is not a typical customer service role — you’ll be responsible for building and improving a key function within a growing business.
About Us
Funky Chunky Furniture is a growing UK furniture manufacturer and eCommerce brand, focused on high-quality craftsmanship and a strong customer experience. We’re building a more structured, scalable business — and customer experience is central to that.
The Role
We’re looking for a Customer Experience & Service Manager to take full ownership of our customer service function. This is not just about answering queries — it’s about building a high-performing team, improving systems, and making customer experience a real strength of the business. You’ll work closely with operations, production, and leadership to improve how we communicate, deliver, and support our customers.
What You’ll Be Responsible For
- Team Leadership
- Lead, manage, and develop a small customer service team
- Ensure strong performance, accountability, and coverage
- Train and support team members to deliver excellent service
- Customer Experience Ownership
- Own all customer communication across email, phone, chat, and social
- Ensure fast, clear, and effective resolution of issues
- Handle escalated and complex cases
- Performance & Improvement
- Track and improve KPIs (response time, resolution time, customer satisfaction)
- Use data to identify issues and drive improvements
- Reduce repeat problems by fixing root causes
- Systems & AI
- Own and improve CRM processes and workflows
- Manage chatbot/AI tools and continuously improve performance
- Ensure systems support efficiency and scalability
- Customer Insight
- Analyse reviews, complaints, and feedback
- Identify trends and recurring issues
- Feed insight into production, dispatch, and marketing
- Cross-Team Working
- Work closely with production and dispatch to solve issues at source
- Improve communication between departments
- Help create a smooth end-to-end customer journey
What We’re Looking For
- Experience managing or leading a customer service team
- Strong organisational and leadership skills
- Comfortable using CRM systems and performance data
- A proactive, solution-focused mindset
- Someone who improves systems — not just manages workload
- Clear communicator across teams
Additional experience that would be beneficial:
- Experience in eCommerce or manufacturing
- Experience with AI/chatbots or automation
- Experience improving or scaling a customer service function
What We Offer
- Competitive salary (£35,000 – £40,000)
- Full-time role (40 hours per week, with flexibility to agree reduced hours if required – pro rata salary and holidays)
- Working hours typically 8:00am – 4:30pm, Monday to Friday
- 28 days holiday (including bank holidays), with additional holiday awarded for length of service
- Flexible working options, including up to 20% working from home after initial training period
- Genuine ownership of your role, with autonomy to improve systems and processes
- Opportunity to grow and develop the role as the business scales
- Exposure to systems, AI, and continuous improvement across the business
- Join a stable, growing business with a strong focus on quality and customer experience
Who This Role Is For
- Someone who wants ownership, not just a job
- Enjoys improving systems and processes
- Takes responsibility for outcomes, not just tasks
- Is comfortable working across teams to solve problems
Who This Role Is Not For
- Someone looking for a purely reactive customer service role
- Someone who prefers strict structure with little change
- Someone who does not want accountability for performance
What Success Looks Like
- Faster response and resolution times
- Improved customer satisfaction and reviews
- Fewer repeat issues and complaints
- A well-structured, high-performing team
- Clear insight into customer trends
- A customer service function that supports business growth
Customer Experience & Service Manager in Maidstone employer: Funky Chunky Furniture Ltd
Contact Detail:
Funky Chunky Furniture Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience & Service Manager in Maidstone
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience philosophy and think about how your skills can enhance that. Tailor your answers to show you’re the perfect fit!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. Focus on showcasing your leadership skills and how you’ve improved customer service in past roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of our team at Funky Chunky Furniture.
We think you need these skills to ace Customer Experience & Service Manager in Maidstone
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let us see your enthusiasm for customer experience. Share specific examples of how you've improved customer service in the past or how you’ve led a team to success. We want to know what makes you tick!
Tailor Your CV and Cover Letter: Make sure your CV and cover letter are tailored to the role. Highlight your relevant experience in managing customer service teams and improving systems. We love it when candidates take the time to connect their skills with what we’re looking for!
Be Data-Driven: Since we value performance and improvement, mention any experience you have with tracking KPIs or using data to drive decisions. Show us how you’ve used insights to enhance customer satisfaction or streamline processes in your previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Funky Chunky Furniture Ltd
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends in customer experience and service management. Be ready to discuss how you've improved systems or processes in previous roles, as this is a key part of what Funky Chunky Furniture is looking for.
✨Show Off Your Leadership Skills
Prepare examples of how you've led a team in the past. Think about specific situations where you motivated your team or resolved conflicts. They want someone who can build a high-performing team, so demonstrate your leadership style and successes.
✨Get Familiar with CRM Systems
Since you'll be managing CRM processes, it’s crucial to show that you're comfortable with these systems. If you have experience with specific tools, mention them. If not, do a bit of research on popular CRM platforms and be ready to discuss how you would improve workflows.
✨Be Data-Driven
Funky Chunky Furniture values performance metrics, so come prepared to talk about how you've used data to drive improvements in customer service. Think of examples where you tracked KPIs and made changes based on your findings to enhance customer satisfaction.