Customer Service Manager

3 weeks ago

Newark, United Kingdom Ambitions Personnel Full time

A fast-growing, e-commerce business is looking for a hands-on Customer Service Manager to lead a small team, improve systems, and help drive the next phase of growth. This is a pivotal role for someone who loves building structure, creating new processes, and improving efficiency. You’ll be leading a team of 2 while working closely with the Directors to “re-write the book”, introducing new SOPs, systems, reporting, and operational excellence. The Role · Lead, support and develop a team of 2 across customer service and admin · Own customer experience across email, phone, live chat & marketplace platforms · Redesign processes and SOPs to modernise operations and improve efficiency · Build reporting dashboards using Excel to track KPIs and performance · Streamline order processing, returns handling, and workflow efficiencies · Work closely with e-commerce and warehouse functions to ensure smooth operations · Contribute to business planning, service improvement, and continuous development About You · Experience leading a small customer service or operations team · Proven background in e-commerce, online retail, or order-based environments · Strong Excel skills – reporting, pivot tables, data analysis · Confident creating SOPs, workflows, and operational processes · Excellent communication skills and a p...

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