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- Tasks: Support customer service operations and manage team performance while handling escalations.
- Company: Join a rapidly growing furniture brand with exciting global expansion plans.
- Benefits: Enjoy remote work, competitive salary, wellness programmes, and 25 days holiday.
- Why this job: Be part of an innovative team with clear career progression and a focus on growth.
- Qualifications: Experience in managing remote teams and familiarity with customer service software is preferred.
- Other info: Multilingual skills are a plus; apply now for a chance to grow with us!
The predicted salary is between 35000 - 45000 £ per year.
Assistant Customer Experience Manager / Customer Service Manager
Location: Greater London
Sector: Logistics & Customer Services
Job Type: Permanent
Salary: £40k – 45k per year
Contact: Holly Pattison
Contact Email: Holly@pod-talent.com
Job ref: JOB-7019
Expiry date: 27-Aug-2025
Role: Assistant Customer Experience Manager / Customer Service Manager
Location: Remote (UK-based)
Salary: £35,000–£45,000 (flexible for the right candidate)
About the Business
We’re partnering with a rapidly growing, innovative furniture brand that recently underwent an acquisition in 2024, supported by a significant multi-million-pound investment to fuel global expansion. The business has shifted its manufacturing base recently, strengthening supply chain resilience and operational scale. Experiencing around 30% year-on-year growth, this company is expanding across Europe, including recent market launches across Germany and Ireland. They also collaborate with well-known retail partners and have begun outsourcing part of their customer service function to a highly regarded provider known for excellent customer satisfaction scores.
The Team & Reporting Structure
Reporting to the Customer Experience Manager, you will support a growing team comprising two Team Leads (one in-house, one outsourced) and six to seven agents. This role offers strong progression potential into a broader leadership role within 18–24 months.
Key Responsibilities for the position of Assistant Customer Experience Manager / Customer Service Manager
- Support day-to-day customer service operations and team performance management
- Handle mid-to-high level customer escalations via phone and email efficiently and professionally
- Drive continuous process improvements, including early-stage AI automation projects
- Help maintain and improve team metrics, with a current focus on an ~84% CSAT score
- Foster strong communication between in-house and outsourced teams
- Embody a curious, growth-oriented, and solution-driven mindset aligned with company culture
Ideal Candidate Profile for the position of Assistant Customer Experience Manager / Customer Service Manager
- Proven experience managing or supporting remote or hybrid customer service teams
- Confident, self-driven with minimal need for supervision
- Strong leadership and customer-focused skills
- Comfortable with customer service software such as Zendesk or Dixa; exposure to AI in CS is a plus
- Multilingual skills (English plus German or French) are advantageous but not essential
Why Apply?
- Remote role with an innovative and fast-growing company in the furniture retail sector
- Competitive salary with flexibility for the right candidate
- Clear career progression into a management role within a rapidly scaling business
- Attractive benefits including wellness programmes, sabbaticals, and personal development days
- 25 days holiday with a peak season blackout period (mid-October to mid-December)
Interview Process
- Stage 1: Virtual interview with the Customer Experience Manager and a Team Lead
- Stage 2: In-person interview with senior leadership
Interested? Please apply now or contact Holly at Holly@pod-talent.com for a confidential discussion.
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Assistant Customer Experience Manager / Customer Service Manager employer: Pod Talent
Contact Detail:
Pod Talent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Assistant Customer Experience Manager / Customer Service Manager
✨Tip Number 1
Familiarise yourself with the furniture retail sector and the specific challenges it faces, especially in customer service. Understanding the nuances of this industry will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Highlight any experience you have with remote or hybrid teams, as this role requires managing such environments. Be ready to share examples of how you've successfully led or supported teams in similar settings.
✨Tip Number 3
Showcase your familiarity with customer service software like Zendesk or Dixa. If you have experience with AI in customer service, make sure to mention it, as this is a growing focus for the company.
✨Tip Number 4
Prepare to discuss your approach to handling customer escalations. Think of specific instances where you've resolved complex issues effectively, as this will be crucial in demonstrating your capability for the role.
We think you need these skills to ace Assistant Customer Experience Manager / Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, especially any roles where you've supported remote teams. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership skills and customer-focused mindset. Mention specific examples of how you've handled customer escalations or driven process improvements in previous roles.
Showcase Relevant Skills: Emphasise your familiarity with customer service software like Zendesk or Dixa. If you have experience with AI in customer service, be sure to include that as well, as it aligns with the company's focus on innovation.
Prepare for Interviews: Research the company and its recent growth. Be ready to discuss how you can contribute to their customer service operations and improve team metrics. Prepare questions that show your interest in their culture and future plans.
How to prepare for a job interview at Pod Talent
✨Understand the Company Culture
Before your interview, take some time to research the company's culture and values. This furniture brand is focused on innovation and growth, so be prepared to discuss how your own values align with theirs and how you can contribute to their mission.
✨Showcase Your Customer Service Experience
Highlight your previous experience in managing or supporting customer service teams, especially in remote or hybrid settings. Be ready to provide specific examples of how you've handled escalations and improved team performance.
✨Demonstrate Leadership Skills
Since this role involves supporting a growing team, it's crucial to showcase your leadership abilities. Discuss any past experiences where you've led a team or driven process improvements, particularly in customer service environments.
✨Prepare for Technical Questions
Familiarise yourself with customer service software like Zendesk or Dixa, as well as any AI tools that may be relevant. Be prepared to discuss how you've used technology to enhance customer service and improve metrics like CSAT scores.
