Customer Service Manager Location: Stoke-on-Trent Salary: £33,000 - £36,000 per annum (DOE) Hours: 37.5 hours per week Job Type: Full-time, Permanent Work Lyf Group Recruitment Work Lyf Group are recruiting on behalf of a well-established and growing business in Stoke-on-Trent for an experienced Customer Service Manager. This is an excellent opportunity for a customer-focused leader who enjoys developing teams, improving processes, and delivering outstanding customer experiences. The successful candidate will take ownership of the customer service function, leading a team whilst driving service standards, operational performance, and continuous improvement across the business. Key Responsibilities * Lead, coach, and develop a team of Customer Service Administrators and Account Managers. * Set, monitor, and improve customer service KPIs and SLAs. * Manage escalated customer enquiries, complaints, and service issues. * Oversee order processing, delivery communications, returns, and backorder management. * Analyse service performance data and customer feedback to identify improvement opportunities. * Work closely with sales, marketing, warehouse, and operations teams to ensure a seamless customer experience. * Support resource planning, training, and team development initiatives. * Produce management reports and maintain accurate CRM and operational records About You To be successful in this role, you will have: * Previous experience managing a customer service team. * Strong leadership, coaching, and people management skills. * Excellent communication and problem-solving abilities. * Experience working within e-commerce, wholesale, logistics, warehousing, fulfilment, or a similar operational environment. * Commercial awareness and the ability to interpret KPIs and performance data. * Confidence using CRM systems, Microsoft Office, and reporting tools. * A proactive, customer-focused approach with a passion for continuous improvement. Benefits * 25 days holiday plus bank holidays. * Workplace pension. * Free on-site parking. * Complimentary tea and coffee. * Opportunity to shape service standards and influence business performance. * Supportive working environment with opportunities for professional development. Apply Now If you are an experienced Customer Service Manager looking for your next challenge and want to join a business where you can make a real impact, we'd love to hear from you. Apply today with your up-to-date CV or contact Work Lyf Group for a confidential discussion
Customer Service Manager in Stoke-on-Trent employer: Work Lyf Group Ltd
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