Customer Service & Operations Manager
Location: Aldershot
Hours: Monday – Thursday 8:30am – 5:30pm | Friday 8:30am – 5:00pm
Salary: £40,000
Benefits: Career progression, retail discount vouchers, training & developmentWe are recruiting for an experienced Customer Service & Operations Manager to join a well-established and growing organisation based in Aldershot.This is a key leadership role responsible for managing and developing a team of 20+ customer service advisors, while driving operational efficiency and delivering a consistently high standard of customer service.This opportunity is ideal for someone who has proven people management experience within a fast‑paced SME environment, and who enjoys leading from the front, improving processes, and building high-performing teams.
The Role As Customer Service & Operations Manager, you will take full ownership of the customer service function, ensuring service levels are maintained while continuously improving team performance, processes, and overall customer experience.This is a hands‑on management role, requiring strong leadership, organisation, and the ability to manage both people and operations effectively.
Key Responsibilities
- Lead, manage and develop a team of 20+ customer service advisors
- Drive team performance against KPIs, service levels and customer satisfaction targets
- Conduct regular 1-to-1s, performance reviews and coaching sessions
- Manage team scheduling, workload planning and resource allocation
- Handle escalated customer queries and complaints professionally
- Analyse performance data to identify trends and implement improvements
- Improve processes across customer service and wider operations
- Work closely with internal teams including operations, sales and finance
- Support recruitment, onboarding and training of new team members
- Create a positive, accountable and high-performing team culture
Key Requirements
- Proven experience managing customer service teams (ideally 10+ people)
- Strong people leadership skills, with experience coaching and developing teams
- Experience working within an SME or hands-on environment
- Background within product-based, FMCG, manufacturing or distribution sectors
- Strong operational mindset with the ability to improve processes and efficiency
- Confident managing KPIs, performance and service delivery
- Excellent communication and stakeholder management skills
- Highly organised with a proactive, solutions-focused approach
What’s On Offer?
- Salary of £40,000
- Early Friday finish
- Opportunity to lead a large customer service team
- Free on-site parking
- Retail discount vouchers
- Ongoing training and career development
- Supportive and collaborative working culture
- A leadership role where you can make a real impact on the customer experience
#J-18808-Ljbffr
Customer Service & Operations Manager in Aldershot employer: Halmer Group
Halmer Group is an exceptional employer located in High Wycombe, offering a dynamic work environment where collaboration and communication are at the forefront. Employees benefit from a supportive culture that prioritises professional growth, with ample opportunities for skill development and career advancement. Joining our Client Services team means being part of a dedicated group that values your contributions and fosters a sense of community while delivering outstanding service to our clients.
