At a Glance
- Tasks: Lead and inspire a dynamic customer service team to deliver exceptional experiences.
- Company: Join the UK's NUMBER 1 online bathroom retailer, VictorianPlumbing.co.uk.
- Benefits: Enjoy a supportive environment with recognition for brilliant work and career growth.
- Other info: Flexible working hours with opportunities for personal and professional development.
- Why this job: Make a real impact in e-commerce customer care while developing your leadership skills.
- Qualifications: Experience in contact centre leadership and a passion for operational excellence.
The predicted salary is between 37800 - 46200 £ per year.
Location: Skelmersdale & Leyland
Contract Type: Full-time, Permanent (40 Hours Per Week)
Working Pattern: Primarily core business hours, Monday to Friday (08:00 – 18:00), with flexibility required to provide management cover across our full 7-day customer service opening hours (08:00 – 18:00, including weekends).
Lead the Team Behind the UK’s Leading Online Bathroom Retailer at VictorianPlumbing.co.uk. We have grown rapidly by keeping our customers at the heart of everything we do—and as our Customer Services Department Manager, you will play a central role in driving that success. This is a fantastic opportunity for an operational leader to take ownership of our contact centre operations.
You will be responsible for leading, developing, and inspiring our Customer Service Team Managers while maintaining high standards across all our customer touchpoints—including Live Chat, Email, and Calls. If you are a passionate leader who thrives on operational excellence, continuous improvement, and getting the very best out of your team, we would love to hear from you.
What You’ll Be Doing:
- Leading & Developing Leaders: Manage, support, and coach our Customer Service Team Managers. You will drive an engaging, inclusive team culture focused on personal growth, high accountability, and continuous development.
- Driving Operational Excellence: Hold full accountability for core contact centre metrics and service level agreements (SLAs), including CSAT, First Contact Resolution, Average Handling Time, and response times across all channels.
- Elevating the Customer Experience: Analyse contact drivers, queue performance, and customer feedback to streamline processes, remove friction points, and deliver a smooth post-purchase journey.
- Collaborating Across the Business: Partner closely with Resource Planning, Quality Assurance, Logistics, and Supply Chain teams to ensure our contact centre operations align perfectly with trading periods and wider business growth.
- Managing High-Level Escalations: Serve as the senior point of escalation for complex customer queries, ensuring fair, balanced outcomes that champion both customer satisfaction and business goals.
What We’re Looking For:
- Proven Contact Centre Leadership: Solid experience managing Team Managers within a fast-paced, multi-channel contact centre environment (covering calls, live chat, and email).
- E-Commerce / Retail Background: A strong understanding of online retail customer journeys and post-purchase customer support processes.
- Metric-Driven Approach: A track record of consistently achieving key operational metrics, particularly CSAT and service levels, using data to inform decisions.
- Strong People Management Skills: Ability to inspire team leaders, drive performance management, build robust succession plans, and maintain high engagement.
- Technical Familiarity: Experience working with modern contact centre technologies, workforce management tools, and ticketing/chat platforms.
- Adaptability & Resilience: Comfortable operating in a fast-growing business environment and navigating high-volume commercial trading periods with clarity and confidence.
Why Join VictorianPlumbing.co.uk? We offer a fast-paced, friendly, and dynamic environment where brilliant work is recognised and supported. Working from our modern sites across Leyland and Skelmersdale, you will join a progressive team dedicated to setting new standards in e-commerce customer care. Ready to step into the role? Apply today with your CV and a brief summary of why you’re the right fit for the team!
Customer Service Department Manager in Leyland employer: Victorian Plumbing
VictorianPlumbing.co.uk is an exceptional employer that values teamwork and efficiency, offering a dynamic work culture at its Leyland site. Employees benefit from competitive pay, comprehensive training, and opportunities for career advancement, all while contributing to a vital weekend operation that ensures customer satisfaction. Join us to be part of a supportive environment where your contributions directly impact the success of our warehouse operations.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Department Manager in Leyland
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Victorian Plumbing. 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 Victorian Plumbing 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 Department Manager in Leyland
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 Victorian Plumbing:Your cover letter is your chance to shine! Tell us why you want to work at Victorian Plumbing 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 Victorian Plumbing!
How to prepare for a job interview at Victorian Plumbing
✨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.
