Customer Service Manager

Customer Service Manager – Fitness Sector Onsite | Shoreham-by-Sea | Up to £35,000 DOE Do you have strong experience in customer service and the confidence to lead a small team? Would you enjoy being part of a friendly, hands-on environment where you can shape the customer experience and drive continuous improvement? Are you looking to join a growing fitness business where your work directly influences customer satisfaction and team performance? If so, this could be the ideal next step. JTX have supported customers on their home fitness journeys since 2009, building a reputation for high-quality equipment, excellent service, and a genuine commitment to wellbeing. With a soon-to-be refreshed brand, a new website, and a broader product range on the horizon, it’s an exciting time to join the business. As Customer Service Manager, you’ll oversee a close-knit team and report directly to the Managing Director. This role blends hands-on customer service with day-to-day leadership responsibilities, ensuring the team consistently delivers outstanding support and operates efficiently. Tasks Key Responsibilities Day-to-day customer support: Review the inbox each morning and identify any escalations. Handle customer enquiries via phone, email, live chat, in person, and social media. Assist customers with purchasing decisions and resolve post-sale issues. Respond to Amazon customer messages while maintaining performance against Amazon SLAs. Accurately log all work completed in the CRM system. Support showroom visitors with demonstrations and keep displays clean and safe. Coordinate with couriers, engineers, and warehouse staff to deliver timely resolutions. Use troubleshooting guides to diagnose issues and arrange solutions such as spare parts, replacements, engineer visits, or practical advice. Update and close engineer jobs in the CRM and monitor the Technical inbox to ensure revisits are booked within SLA. Team support & performance management: Lead daily morning meetings and communicate updates to the team. Ensure the team meets SLAs and follows customer service processes correctly. Review calls and emails to ensure high-quality service is being delivered. Hold monthly 1:1s and quarterly reviews, setting objectives and monitoring progress. Manage sickness absence, return-to-work interviews, and approve holiday requests. Share responsibility for showroom cover fairly across the team. Identify trends from the symptom resolution sheet and highlight areas needing review to the Technical Department. Record and report customer service KPIs to the Managing Director, raising issues where necessary. Act as the escalation point for complex or challenging customer cases. Additional responsibilities: Participate in the hiring process for future team members. Respond to Trustpilot reviews (with support from Marketing where needed). Ensure product reporting is up to date to support Supply Chain performance management. Carry out any other reasonable tasks assigned by the Managing Director to support smooth business operations. Requirements About You We’re looking for someone with: Proven experience in customer service, including handling calls and emails. Previous team leadership, supervisory experience, or demonstrable leadership capability. Excellent written and verbal communication skills. A calm, professional manner when working under pressure. Strong problem-solving ability and confidence handling escalations. The ability to coach, support, and motivate team members. Great organisational skills and the ability to prioritise in a busy environment. A practical, hands-on approach and attention to detail. Benefits Why Join? This is a great opportunity to step into a leadership role within a growing organisation that values its people. You’ll be supported, recognised, and given room to develop your management skills while maintaining a positive work–life balance. Benefits include: 25 days’ annual leave Company pension scheme Medicash health plan Staff discounts and access to the on-site gym showroom Regular company socials A relaxed beachside HQ on the South Coast Ready to take the next step? Apply today for immediate consideration.