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For Companies At a Glance
- Tasks: Lead and enhance customer service operations for a premium brand.
- Company: Fast-growing consumer brand focused on exceptional customer experiences.
- Benefits: Competitive salary, career growth, and the chance to shape customer service strategies.
- Other info: Join a dynamic team with opportunities for strategic influence.
- Why this job: Make a real impact on customer satisfaction and drive brand excellence.
- Qualifications: Experience in customer service leadership and a passion for improving performance.
The predicted salary is between 35000 - 45000 £ per year.
We are working on behalf of a well-established, fast-growing quality consumer brand to appoint a Customer Services Manager. This is a pivotal role within a brand that prides itself on delivering an exceptional, high-touch customer experience. The successful candidate will take ownership of the customer service function, ensuring consistent excellence across all touchpoints while driving performance, accountability, and continuous improvement.
The Opportunity
You will lead and elevate the customer service operation, setting clear standards, improving response quality and speed, and ensuring every customer interaction reflects a premium brand experience. This role requires a hands-on leader who is comfortable stepping into detail, resolving complex issues, and implementing structure, processes, and performance management where needed.
Key Responsibilities
- Own and enhance the end-to-end customer experience across all service channels
- Personally handle and resolve complex or sensitive customer cases
- Monitor and drive KPIs including response times, resolution rates, and customer satisfaction
- Introduce structure, accountability, and best practice across customer service operations
- Work cross-functionally with operations and fulfilment teams to resolve order and product issues efficiently
- Analyse customer feedback to identify trends and implement improvements
- Define and implement scalable processes, templates, and service standards
- Champion a customer-first culture across the business
About You
- Proven experience in a customer service leadership role within a consumer, FMCG or premium brand environment
- Strong track record of improving service performance and implementing effective processes
- Comfortable managing underperformance and driving measurable improvement
- Hands-on, detail-oriented, and highly accountable
- Confident handling sensitive situations with professionalism and discretion
- Commercially aware, with the ability to balance customer experience and operational efficiency
Why This Role
This is an opportunity to join a growing brand at a key stage of its journey, where you will have genuine influence over how the customer experience function evolves. The role offers both strategic input and operational ownership, with visibility at senior level.
Customer Service Manager in Stoke-on-Trent employer: KJ Talent & Partners
Contact Detail:
KJ Talent & Partners Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in Stoke-on-Trent
✨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 customer service approach. Be ready to discuss how your experience aligns with their values and how you can enhance their customer experience.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've handled complex customer issues in the past, demonstrating your hands-on leadership style.
✨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.
We think you need these skills to ace Customer Service Manager in Stoke-on-Trent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Services Manager role. Highlight your experience in customer service leadership and any specific achievements that showcase your ability to improve service performance.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about delivering exceptional customer experiences and how your hands-on approach can elevate our customer service operations.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've resolved complex customer issues in the past. We want to see your ability to handle sensitive situations with professionalism and discretion.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at KJ Talent & Partners
✨Know the Brand Inside Out
Before your interview, make sure you research the company thoroughly. Understand their values, mission, and what sets them apart in the consumer market. This will not only help you answer questions more effectively but also show your genuine interest in the brand.
✨Prepare for Scenario-Based Questions
Given the hands-on nature of the role, be ready to discuss specific examples from your past experience. Think about complex customer issues you've resolved and how you improved service performance. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Showcase Your Leadership Style
As a Customer Service Manager, you'll need to demonstrate your leadership skills. Be prepared to talk about how you motivate teams, handle underperformance, and implement processes. Highlight any successful initiatives you've led that improved customer satisfaction or operational efficiency.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your strategic thinking. Inquire about the current challenges the customer service team faces or how they measure success. This not only shows your interest but also gives you insight into the role's expectations.