Customer Service & Operations Manager
Location: Aldershot
Hours: Monday – Thursday 8:30am – 5:30pm | Friday 8:30am – 5:00pm
Salary: £40,000
Benefits: Career progression, retail discount vouchers, training & developmentWe are recruiting for an experienced Customer Service & Operations Manager to join a well-established and growing organisation based in Aldershot.This is a key leadership role responsible for managing and developing a team of 20+ customer service advisors, while driving operational efficiency and delivering a consistently high standard of customer service.This opportunity is ideal for someone who has proven people management experience within a fast‑paced SME environment, and who enjoys leading from the front, improving processes, and building high-performing teams.
The Role As Customer Service & Operations Manager, you will take full ownership of the customer service function, ensuring service levels are maintained while continuously improving team performance, processes, and overall customer experience.This is a hands‑on management role, requiring strong leadership, organisation, and the ability to manage both people and operations effectively.
Key Responsibilities
- Lead, manage and develop a team of 20+ customer service advisors
- Drive team performance against KPIs, service levels and customer satisfaction targets
- Conduct regular 1-to-1s, performance reviews and coaching sessions
- Manage team scheduling, workload planning and resource allocation
- Handle escalated customer queries and complaints professionally
- Analyse performance data to identify trends and implement improvements
- Improve processes across customer service and wider operations
- Work closely with internal teams including operations, sales and finance
- Support recruitment, onboarding and training of new team members
- Create a positive, accountable and high-performing team culture
Key Requirements
- Proven experience managing customer service teams (ideally 10+ people)
- Strong people leadership skills, with experience coaching and developing teams
- Experience working within an SME or hands-on environment
- Background within product-based, FMCG, manufacturing or distribution sectors
- Strong operational mindset with the ability to improve processes and efficiency
- Confident managing KPIs, performance and service delivery
- Excellent communication and stakeholder management skills
- Highly organised with a proactive, solutions-focused approach
What’s On Offer?
- Salary of £40,000
- Early Friday finish
- Opportunity to lead a large customer service team
- Free on-site parking
- Retail discount vouchers
- Ongoing training and career development
- Supportive and collaborative working culture
- A leadership role where you can make a real impact on the customer experience
#J-18808-Ljbffr
Customer Service & Operations Manager in Aldershot employer: Talantir
Join an award-winning digital marketing agency in London that champions a values-driven culture, where brilliant minds collaborate to create meaningful, data-driven results. With a commitment to employee growth and a flexible hybrid working model, this agency fosters a supportive environment that encourages continuous learning and innovation, particularly in the exciting realm of AI. As part of a close-knit team, you'll have the opportunity to lead impactful projects and shape the future of digital marketing while being part of a certified B Corp dedicated to positive impact.
