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- Tasks: Lead and develop a team of 20+ customer service advisors while enhancing operational efficiency.
- Company: Join a well-established and growing organisation in Aldershot.
- Benefits: Enjoy a competitive salary, retail discounts, and ongoing training opportunities.
- Why this job: Make a real impact on customer experience in a hands-on leadership role.
- Qualifications: Proven experience managing customer service teams and strong leadership skills.
- Other info: Collaborative culture with excellent career progression and early Friday finishes.
The predicted salary is between 36000 - 48000 £ per year.
We 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
Customer Service & Operations Manager in Southampton employer: Halmer Group
Contact Detail:
Halmer Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service & Operations Manager in Southampton
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Service & Operations Manager role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to team management and operational efficiency. We recommend doing mock interviews with friends or using online resources to get comfortable discussing your experience and how it aligns with the job.
✨Tip Number 3
Showcase your leadership skills during interviews! Be ready to share specific examples of how you've improved team performance or handled escalated customer queries. This will demonstrate your hands-on management style and operational mindset.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search and genuinely interested in joining our team.
We think you need these skills to ace Customer Service & Operations Manager in Southampton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and any relevant achievements in customer service management to catch our eye!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for the Customer Service & Operations Manager role. Share specific examples of how you've improved team performance or processes in previous roles.
Showcase Your People Skills: Since this role involves managing a large team, emphasise your people management skills. Talk about how you've coached and developed teams in the past, and how you create a positive team culture.
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 from us!
How to prepare for a job interview at Halmer Group
✨Know Your Numbers
Make sure you’re familiar with key performance indicators (KPIs) relevant to customer service. Be ready to discuss how you've driven team performance in the past and any specific metrics you've improved. This shows you understand the operational side of the role.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership skills, especially in managing and developing teams. Think about times when you’ve conducted performance reviews or coaching sessions, and be ready to explain how you foster a positive team culture.
✨Be Process-Oriented
Since the role involves improving processes, come prepared with ideas on how you would enhance operational efficiency. Discuss any previous experiences where you successfully implemented changes that led to better customer service outcomes.
✨Engage with Real Scenarios
Expect situational questions about handling escalated customer queries or complaints. Prepare to walk through your thought process and decision-making in these scenarios, demonstrating your problem-solving skills and customer-centric approach.