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For Companies At a Glance
- Tasks: Lead our ecommerce customer service team and enhance online customer experiences.
- Company: Join Keplin Group, a fast-growing consumer goods company in the UK.
- Benefits: Competitive salary, hybrid working, free snacks, and a pension scheme.
- Why this job: Shape the future of customer service in a dynamic, supportive environment.
- Qualifications: 5-7 years in customer service management with strong leadership skills.
- Other info: Collaborative culture that values progress and initiative.
The predicted salary is between 36000 - 60000 £ per year.
Join one of the UK’s fastest-growing consumer goods companies. At Keplin Group Limited, we supply a wide range of high-quality home, lifestyle, and personal products to major UK retailers, supermarkets, and online marketplaces. We’re looking for an experienced Ecommerce Customer Service Manager to lead our online customer experience and support team — making sure every customer interaction reflects our commitment to quality, trust, and satisfaction.
About the Role
- You’ll take ownership of our ecommerce customer service function — overseeing daily operations across our website, Amazon, and retail partners.
- You’ll lead a small but dynamic team, set service standards, and work cross-functionally to improve fulfilment, returns, and overall customer satisfaction.
- This is a hands‑on, fast‑paced role for someone with strong leadership skills, a strategic mindset, and a passion for delivering an exceptional customer experience.
- You’ll thrive here if you enjoy a busy, high-volume environment where priorities shift quickly and every day brings new challenges and opportunities.
Reports to: CEO and Head of Operations
- Lead and develop the customer service team to deliver an exceptional online experience.
- Manage enquiries, returns, and complaints across all ecommerce platforms.
- Work closely with logistics and operations to resolve fulfilment issues quickly.
- Analyse data and feedback to drive continuous improvement.
- Ensure compliance and SLAs are met across Amazon, eBay, and other marketplaces.
What You’ll Bring
- 5–7 years’ experience in customer service management within FMCG or ecommerce.
- Strong background managing multi-channel support (email, chat, social, marketplaces).
- Proven leadership and coaching skills, with a focus on continuous improvement.
- Proficiency with customer service tools (e.g. eDesk).
- Analytical, proactive, and solutions-focused mindset.
What We Offer
- Competitive salary dependant on experience.
- Benefits - Free onsite parking, Pension scheme, Hybrid working 2 days WFH, healthy snacks provided to staff for free everyday!!
- Opportunity to shape and grow the customer service function within a thriving FMCG business.
- A collaborative, supportive team culture that celebrates progress and initiative.
Ready to join Keplin Group? If you’re passionate about ecommerce and creating outstanding customer experiences, we’d love to hear from you. Apply today and help shape the future of customer service at Keplin Group.
Senior Customer Service Manager in Uxbridge employer: Keplin Group Limited
Contact Detail:
Keplin Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Service Manager in Uxbridge
✨Tip Number 1
Network like a pro! Reach out to your connections in the ecommerce and customer service sectors. Attend industry events or webinars, and don’t be shy about asking for introductions. We all know someone who knows someone, so leverage that to get your foot in the door!
✨Tip Number 2
Prepare for those interviews by researching Keplin Group and their customer service approach. Understand their values and think about how your experience aligns with their mission. We want you to shine, so practice answering common interview questions and have examples ready that showcase your leadership skills.
✨Tip Number 3
Showcase your passion for customer service! During interviews, share stories that highlight your commitment to delivering exceptional experiences. We love candidates who can demonstrate their proactive mindset and problem-solving abilities, especially in high-pressure situations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Keplin Group. We can’t wait to see what you bring to the table!
We think you need these skills to ace Senior Customer Service Manager in Uxbridge
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Senior Customer Service Manager role. Highlight your leadership experience and any specific achievements in ecommerce or customer service management.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for our team. Share your passion for customer service and how you can contribute to improving our online customer experience.
Showcase Your Analytical Skills: Since the role involves analysing data for continuous improvement, mention any relevant tools or methods you've used in the past. We want to see how you can drive results through data!
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 our team.
How to prepare for a job interview at Keplin Group Limited
✨Know the Company Inside Out
Before your interview, make sure you research Keplin Group Limited thoroughly. Understand their products, values, and recent developments in the ecommerce space. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Leadership Skills
As a Senior Customer Service Manager, you'll need to demonstrate strong leadership abilities. Prepare examples from your past experiences where you've successfully led a team, resolved conflicts, or improved processes. Be ready to discuss how you can inspire and develop the customer service team at Keplin.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and customer service approach. Think of specific situations where you've handled complaints or improved customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Highlight Your Analytical Mindset
Since the role involves analysing data to drive improvements, be prepared to discuss your experience with customer service tools and data analysis. Share examples of how you've used data to enhance customer experiences or streamline operations in previous roles.
