Customer Service Manager

We have a new opportunity for an experienced Customer Service Manager to join a well-established, local company based in Hove. You’ll be responsible for delivering profitable revenue growth, monitoring performance against KPIs, and driving your team to convert the sales pipeline.

You will directly manage and mentor Customer Service Executives to ensure they deliver excellent aftercare to all customers. The aim is to minimise errors, reduce outstanding repairs, and identify recurring issues in collaboration with regional managers to prevent future problems.

As a Customer Service Manager, your key responsibilities will include but not limited to:

• Ensuring the team delivers excellent customer service and customer experience across telephone, social media, online chat, and email
• Managing the customer service team, including their KPIs and target achievement
• Ensuring the team responds to customer requests within agreed timeframes
• Identifying areas for improvement and supporting with ongoing training
• Producing detailed performance and service reports
• Handling escalated customer queries and complaints

Requirements for the Customer Service Manager:

• A minimum of 2 years’ experience in a similar management role
• A passion for delivering excellent customer service
• Strong written and verbal communication skills
• High attention to detail
• A positive attitude with the ability to motivate a team
• Ability to take initiative and drive improvements
• Familiarity with CRM and call management systems
• A good working level of Microsoft Excel for reporting and analysis

Benefits for the Customer Service Manager:

• Free onsite parking
• 31 days annual leave (inclusive of bank holidays)
• Fully stocked kitchen, replenished weekly
• Product discounts
• Company pension with employer contribution
• Overtime available
• Life assurance

The Customer Service Manager is a full-time, permanent position based in Hove. The role is fully office based and offers a salary between £29,000 and £35,000 (+ quarterly bonus scheme), depending on experience. Working hours are 37.5 per week, Monday to Friday between 8am–6pm, with flexible start and finish times.

Wild Recruitment Ltd T/A First Recruitment Services is acting as an employment agency in relation to this vacancy.