Customer Service Manager

Want to take your career to the next level with a fast-growing online retail business?

Are you ambitious, customer-focused, and ready to lead a team to new heights?

This is your chance to shape the future of customer service at a progressive, expanding company that’s transforming the way people shop.

Here’s what you need to know.

Key Responsibilities:

· Act as a senior point of contact for customer enquiries, issues, and complaints, resolving them promptly and to the highest standard

· Lead by example — working hands-on with the team across CRM, email, marketplaces, and social media channels

· Manage service across multiple channels, including resolution cases, returns, and customer feedback

· Develop processes, reporting, and training to improve efficiency, service quality, and consistency

· Proactively identify recurring issues and escalate them to the wider business to protect brand reputation and enhance customer satisfaction

· Act as the escalation point for complex or high-priority cases, liaising with internal teams and external partners

· Monitor KPIs, reporting regularly on performance and ensuring the department keeps pace with business growth

About You:

· Minimum 3 years’ customer service experience, with at least 1 year in a senior or supervisory role

· Comfortable working hands-on in a busy customer service function, while guiding and coaching others

· Strong experience in a multi-channel e-commerce environment

· Excellent written and verbal communication skills

· Highly organised, with the ability to prioritise and manage workload under pressure

· Experience with CRM software; knowledge of Linnworks and eDesk is desirable

· A proactive mindset, focused on problem-solving and continuous improvement

What We Offer:

· Competitive salary, commensurate with experience

· 22 days annual holiday entitlement plus statutory bank holidays

· The opportunity to take ownership of a key department in a fast-growing online retail business

· A dynamic and supportive environment with real scope for career progression

If the role and responsibilities sound like a good fit for you, then we’d love to hear from you!

Call: 020 7871 8000

Email: Ciara@advocate-group.co.uk

Or click “Apply Now” to be considered for this vacancy.

We are proud to be an equal opportunities employer and welcome applications from all suitably qualified candidates regardless of race, sex, disability, religion/belief, sexual orientation, or age.