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.