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.
- Other info: Join a dynamic team with visibility at senior levels.
- Why this job: Make a real impact on customer satisfaction and brand reputation.
- Qualifications: Experience in customer service leadership and process improvement.
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 Telford employer: KJ Talent & Partners
Join a dynamic and fast-growing consumer brand in Somerset, where your role as Customer Services Manager will be pivotal in shaping an exceptional customer experience. With a strong focus on employee growth, you will benefit from a supportive work culture that values accountability and continuous improvement, alongside opportunities to influence strategic decisions at a senior level. This is not just a job; it's a chance to make a meaningful impact within a premium brand environment that prioritises both customer satisfaction and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Telford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at KJ Talent & Partners. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like KJ Talent & Partners before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager in Telford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to KJ Talent & Partners:Your cover letter is your chance to shine! Tell us why you want to work at KJ Talent & Partners specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at KJ Talent & Partners!
How to prepare for a job interview at KJ Talent & Partners
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
