Customer Service Manager
North Kent with hybrid working
Salary: up to £45,000 DOE
Full-time | Permanent
Are you an experienced customer service leader with a background in managing technical products and supporting B2B clients?
Are you seeking a management role where you can shape a department and drive meaningful improvements?
If so, this could be the perfect opportunity.
This full-time position focuses on leading a busy Customer Service function while ensuring an exceptional experience for business customers. You will play a key role in refining processes, supporting sales activities, and driving service standards across the department.
Key responsibilities include:
- Leading, coaching, and developing a growing Customer Service team
- Setting and monitoring individual and team KPIs to maintain excellent service levels
- Reviewing internal procedures, policies and systems, and recommending improvements to enhance efficiency
- Working closely with internal sales teams and external distribution partners to agree on service expectations and provide strong customer support
- Liaising with internal departments, including Operations, Marketing, Engineering, and Finance
- Supporting quality processes by monitoring customer feedback and helping implement improvement measures
- Providing continued support once contracts are in place by building strong, long-term customer relationships to encourage repeat business and new opportunities.
What we are looking for:
- Proven experience in customer service management
- Excellent written and verbal communication skills
- Confident decision maker who works well under pressure
- Highly organised with the ability to manage multiple priorities
- Strong attention to detail and follow-through
- Proven strong history of meeting targets and raising overall team performance
- Proactive, positive, and customer focused.
- Strong problem-solving skills
- Experience using and improving customer service systems
- Confident in leading and motivating a team
What is on offer:
- A competitive salary that reflects your experience and value
- Generous annual leave of 25 days plus Bank Holidays, with extra days earned through service
- Complimentary gym membership to support your wellbeing
- Life insurance for peace of mind
- Private healthcare
- Access to an Employee Assistance Programme
- A supportive and well-established business that invests in its people
- A real chance to make an impact and help shape a key department
If you are a proactive leader who thrives on improving processes, developing teams and delivering first-class customer service, apply today for immediate consideration.
This role is being managed by Anna Sikora, Recruitment Consultant at Pearson Whiffin Recruitment.