At a Glance
- Tasks: Lead and develop a high-performing customer service team to enhance customer experience.
- Company: Join Angling Direct, the UK's leading specialist fishing tackle retailer.
- Benefits: Competitive salary starting from £39,500pa and opportunities for career growth.
- Other info: Be part of a passionate team making a real difference in customer satisfaction.
- Why this job: Shape the future of customer service in a dynamic, tech-driven environment.
- Qualifications: Proven leadership in customer service with experience in retail or ecommerce.
The predicted salary is between 39500 - 39500 £ per year.
Do you have what it takes to lead the future of customer experience at Angling Direct? At Angling Direct, we are on an exciting journey as the UK’s leading specialist fishing tackle retailer and a growing omnichannel business across the UK and Europe. We are looking for an experienced Customer Services Manager to lead, develop and shape our Customer Services function as we continue to grow and put the customer at the heart of everything we do.
This is a high-impact leadership role for someone who knows what great customer service looks like and has the experience, energy and confidence to run a busy customer service operation day to day, while also building it for the future. You will lead and support the team, manage service performance, champion customer insight and help shape a smarter, more efficient and more technology-enabled customer experience.
The Opportunity
As Customer Services Manager, you will take ownership of our customer service operation, ensuring customers receive knowledgeable, responsive and professional support across all channels. A key part of the role will be leading the team day to day, managing priorities, workloads, service levels, quality standards and escalations, while bringing structure, pace and strong leadership to the function. You will also identify opportunities to improve processes, reduce customer effort and make better use of technology, data, automation and AI-enabled tools. You will work closely with Technology, Marketing, Ecommerce, Retail Operations, Warehousing and Logistics to ensure customer feedback is understood, acted on and used to improve the wider customer journey.
What You’ll Be Doing
- Lead, coach and develop a high-performing Customer Service team
- Build a positive, accountable and customer-focused team culture
- Oversee the day-to-day running of the team, including workload management, priorities, rotas, performance, quality and escalations
- Improve customer satisfaction, response times, service levels and quality standards
- Use data, insight and customer feedback to identify trends, root causes and improvement opportunities
- Own and optimise customer service platforms, including Dixa, Zendesk or similar customer service technologies
- Identify opportunities to improve efficiency through automation, self-service and smarter workflows
- Act as the voice of the customer across the business, influencing improvements to the wider customer journey
- Partner cross-functionally with teams across Ecommerce, Technology, Marketing, Retail, Warehousing and Logistics.
What We’re Looking For
We are looking for a confident and credible customer service leader who can balance hands-on operational management, people leadership and continuous improvement. You may already be leading a customer service, contact centre or customer experience function within retail, ecommerce, consumer goods or another fast-paced customer-facing environment, with proven experience of running a team and managing day-to-day service delivery. You will bring professionalism, strong leadership skills, a practical and improvement-focused mindset, and the ability to turn customer insight into meaningful action. Experience using customer service platforms such as Dixa, Zendesk or similar systems is important, alongside confidence using reporting tools, automation or AI-enabled support solutions to improve service quality and efficiency.
Why Join Angling Direct?
- Join the UK’s leading specialist fishing tackle retailer
- Be part of a growing omnichannel business with ambitious plans across the UK and Europe
- Shape and modernise a key customer-facing function
- Work in a role with real ownership, visibility and influence
- Use customer insight, technology and innovation to make a measureable impact
- Join a passionate, knowledgeable and customer-focused business where your leadership can make a genuine difference.
Ready to Lead the Next Stage of Our Customer Experience? If you are an experienced customer service leader who can inspire a team, improve performance and help shape a modern, customer-first service operation, or know someone who is, we would love to hear from you. Apply today and help us deliver exceptional experiences for every Angling Direct customer.
Closing date for applications: 17 July 2026
Customer Service Manager - Rackheath employer: Premium site
At Angling Direct, we pride ourselves on being the UK's leading specialist fishing tackle retailer, offering a dynamic and supportive work environment in Rackheath, Norwich. As a Customer Service Manager, you will have the opportunity to lead a passionate team, drive customer satisfaction, and implement innovative solutions that enhance the customer experience. With a strong focus on employee development and a culture that values collaboration and accountability, Angling Direct is an excellent employer for those looking to make a meaningful impact in a growing omnichannel business.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager - Rackheath
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Premium site. 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 Premium site 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 - Rackheath
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 Premium site:Your cover letter is your chance to shine! Tell us why you want to work at Premium site 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 Premium site!
How to prepare for a job interview at Premium site
✨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.
