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- 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.
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 Stevenage 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 Stevenage
✨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. Show them you’re not just another candidate, but someone who truly gets what they’re about.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to team leadership and customer service. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’d be a perfect fit for their team.
We think you need these skills to ace Customer Experience & Service Manager in Stevenage
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let us know why you're excited about improving customer experience. Share any relevant experiences that highlight your passion for creating a positive impact on customers.
Highlight Your Leadership Skills: We want to see how you’ve led teams in the past. Include examples of how you've managed or developed a customer service team, and what strategies you used to ensure they delivered excellent service.
Be Data-Driven: Mention any experience you have with tracking KPIs or using data to drive improvements. We love candidates who can demonstrate their ability to analyse performance and make informed decisions based on insights.
Tailor Your Application: Make sure your application speaks directly to the role. Use keywords from the job description and show us how your skills align with what we’re looking for. And remember, apply through our website for the best chance!
How to prepare for a job interview at Funky Chunky Furniture Ltd
✨Know the Company Inside Out
Before your interview, dive deep into Funky Chunky Furniture's mission, values, and products. Understanding their focus on high-quality craftsmanship and customer experience will help you align your answers with their goals.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in managing a customer service team. Share specific examples of how you've led teams to improve performance and accountability, as this role requires strong leadership to build a high-performing team.
✨Demonstrate Your Problem-Solving Mindset
Prepare to talk about how you've tackled complex customer issues in the past. Highlight your proactive approach to identifying root causes and implementing solutions, as this is crucial for improving customer experience.
✨Familiarise Yourself with CRM Systems
Since the role involves owning and improving CRM processes, brush up on your knowledge of CRM systems and data analysis. Be ready to discuss how you've used data to drive improvements in previous roles.