Customer Service Manager in Stevenage

We are looking for an experienced and proactive Customer Services Manager to lead a small customer service team while playing a hands-on role in the day-to-day operation. This is a visible, interactive role where you will work across both the office and warehouse environments, ensuring a smooth customer journey from initial enquiry through to goods dispatch.

You will manage a team of three customer service professionals, support their development, allocate workloads and drive improvements in service levels, turnaround times and customer experience. The business has a supportive, relaxed and collaborative culture, but there is also a clear focus on accountability, responsiveness and getting the work done well.

About the Role

This is an exciting time to join the business, with several planned improvement projects across customer service and operations. You will help learn, support and implement a new CRM system, which will link into a new Warehouse Management System, while also helping to enhance the ticketing system to improve customer response times and overall service experience.

You will form part of the wider management team, attending meetings, sharing feedback from the customer service function and taking direction from senior leaders to implement within your team. This role would suit someone who can manage change by leading from the front, balancing team oversight with a willingness to be actively involved in the work itself.

Key Responsibilities

• Lead, manage and develop a team of one full-time and two part-time Customer Service Representatives.
• Set team objectives, service level expectations and customer satisfaction targets.
• Monitor workloads, manage productivity and allocate tasks effectively across the team.
• Drive improvements in SLA performance, customer response times and overall turnaround from enquiry to dispatch.
• Act as an escalation point for customer queries, issues and more complex service matters.
• Observe current processes, identify opportunities for improvement and implement practical efficiencies.
• Manage team holidays and ensure appropriate departmental cover.
• Work closely with warehouse, dispatch and logistics colleagues to ensure customer commitments are met.
• Attend management meetings, share insight and implement agreed actions within the team.

Who We Are Looking For

• Our ideal person will come from a goods/sales related customer service environment where warehousing, dispatch and logistics are part of the customer experience.
• You will understand the importance of managing customer expectations, service agreements and turnaround times from initial enquiry through to goods being dispatched.
• Previous experience managing or supervising a customer service or customer operations team.
• Experience within a goods-based business, ideally with an on-site warehouse or dispatch function.
• A good understanding of customer service, order fulfilment, logistics coordination and operational follow-through.
• Strong people skills, with a flexible communication style that works well with different personalities.
• Confidence managing change, introducing new processes and bringing people with you.
• Intuitive systems skills, including the ability to learn new CRM, ticketing and operational platforms quickly.
• Strong organisational skills, with the ability to prioritise, allocate work and monitor performance.
• A hands-on, visible and practical management style.
• A continuous improvement mindset, with the confidence to observe, question and improve ways of working.

Culture and Environment

The business offers a supportive, down-to-earth and relaxed working culture. It is a friendly environment where teamwork matters, but where customer service standards, deadlines and follow-through are taken seriously.

This role will involve regular interaction across the office and warehouse, so it would suit someone who enjoys variety, movement and being close to the operational detail rather than being desk-bound all day.

Benefits

• 20 days holiday plus Bank Holidays.
• Statutory pension contributions.
• On-site parking.
• On-site staff breakout room and kitchen area to relax away from the desk.
• Overtime opportunities during peak trading periods, including Christmas and Black Friday weekends.
• Opportunity to play a key role in customer service and operational improvement projects.

Working Pattern and Start Date

The role is primarily Monday to Friday, working core office hours of 8:30am to 5:00pm. There may be overtime opportunities during busy seasonal periods. The aim is for the successful person to start in September.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.