Job Description

Customer Service Manager in Stoke-on-Trent

Salary: £33,000 to £36,000 per annum, depending on experience
Job Type: Temp to Perm
Working Pattern: Office-Based 

Are you an experienced Customer Service Manager looking to lead a team and make a real impact on the customer experience? Appointments Personnel is recruiting for a Customer Service Manager in Stoke-on-Trent to join our client’s business. You’ll take ownership of a busy, customer-facing team, covering order processing, customer communications, returns and service standards, and help drive improvements across the department.

The Role
As Customer Service Manager, you’ll lead a team of Customer Service Administrators and Desk-Based Account Managers, keeping service standards high and the customer experience consistently positive. This is a hands-on leadership role. You’ll oversee daily operations, take ownership of escalated queries and work closely with other departments to improve processes and efficiency.

Key Responsibilities

• Lead, motivate and develop a team of Customer Service Administrators and Desk-Based Account Managers.
• Establish, monitor and maintain customer service standards, KPIs and SLAs.
• Oversee daily customer service operations, including order processing, customer communications, returns and outstanding orders.
• Take ownership of escalated customer queries and complex service issues, ensuring effective resolutions.
• Identify recurring issues, investigate root causes and put corrective actions in place.
• Work with the Sales, Marketing, Warehouse and Operations teams to deliver a smooth customer experience.
• Monitor customer feedback and service performance data to identify opportunities for improvement.
• Drive greater efficiency and consistency across customer service processes.

Skills and Experience
To be successful in this Customer Service Manager role, you’ll ideally have:

• Previous experience in a Customer Service Management or Team Leader role, with the ability to lead and develop a team.
• Experience managing a busy customer service function in a fast-paced environment.
• Strong communication and interpersonal skills, with the confidence to manage escalated queries and resolve customer concerns.
• Commercial awareness, with the ability to interpret performance data, KPIs and service levels.
• Strong organisational and problem-solving skills.
• Confidence using CRM systems and Microsoft Office.
• A proactive, solutions-focused approach and a genuine passion for excellent customer service.

Salary and Benefits

• Salary up to £36,000 per annum, depending on experience.
• 25 days’ annual leave plus bank holidays.
• Workplace pension.
• Free on-site parking.

Working Hours and Location

• 37.5 hours per week
• Based in Stoke-on-Trent.

How to Apply
If you’re an experienced customer service professional interested in this Customer Service Manager job in Stoke-on-Trent, we would love to hear from you. Apply today with your up-to-date CV.

Appointments Personnel is acting as an employment business in relation to this vacancy.