<dt class="rm-fieldTitle">Description</dt><dd class="rm-fieldData"><p><strong>Customer Service Manager | Macclesfield | £30,000 - £35,000</strong></p><p><span style="font-size: medium;"><br></span>An amazing opportunity to join a leading brand in the ladies fashion industry, our client has been at the forefront of offering a fun, confident, and feel-good product range since its inception in 2005. With a focus on expanding their direct-to-consumer operation by over 50% and an annual turnover forecasted to hit £37 million, the business continues to grow, with future plans to expand into sportswear, nightwear, and hosiery.</p><div><span style="font-size: medium;"><br></span>We are seeking an experienced and highly motivated Customer Service Manager to oversee the customer support operations across both wholesale and B2C channels. You will lead a team of customer service representatives, ensuring a seamless experience for both wholesale clients and direct-to-consumer customers. </div><div> </div><div>This role requires excellent leadership, communication, and problem-solving skills, as well as the ability to develop strategies that enhance customer satisfaction and support business growth.<br><br><strong>Customer Service Manager Key Responsibilities:</strong><ul><li>Lead the development, performance, and maintenance of customer service activities across the organisation.</li><li>Guide the team to deliver exceptional customer experiences, ensuring brand values and tone are upheld in every interaction.</li><li>Review and improve customer service processes to streamline operations, allowing the team to focus more on relationship building.</li><li>Ensure the team has the resources and tools needed to provide quality customer service.</li><li>Foster strong relationships across departments and provide management with feedback on areas for improvement.</li><li>Manage HR duties such as 121s, performance management, and holiday requests.</li><li>Produce regular reports on customer service contacts to evaluate performance and identify areas for improvement.</li></ul><strong>Customer Service Manager Skills &amp; Experience:</strong><ul><li>Proven experience in leading a customer-focused team in both B2C and B2B environments, ideally within a product-led industry.</li><li>A natural passion for customer service, with a genuine desire to advocate for the customer.</li><li>Experience resolving issues related to product availability, pricing, order processing, and shipping, particularly for wholesale clients.</li><li>Excellent communication skills, with a solution-oriented approach to customer challenges.</li><li>Organised and efficient, able to manage time effectively and seek guidance when needed.</li><li>Experience implementing digital services to enhance the customer experience.</li></ul><strong>Customer Service Manager company benefits:</strong><ul><li>25 days holiday per year (plus bank holidays)</li><li>Annual bonus scheme</li><li>Exclusive discounts</li><li>Flexible working options</li><li>Casual dress code</li><li>Company events</li><li>Company pension</li><li>Employee discount</li><li>Health and wellbeing programme</li><li>On-site parking</li><li>Sick pay</li></ul><strong>If you are looking for an opportunity to inspire others, achieve brilliant results, and thrive in a strong team culture, then this is the role for you!</strong></div><div> </div><div><strong>BBBH32441</strong></div></dd>