Customer Service Manager

Appointment Personnel ·www.appointmentspersonnel.co.uk

Location Stoke-on-Trent, Staffordshire
Salary USD 33,000 - 36,000 / year
Type Full time
Level Mid
Source Shazamme
Customer Service
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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.

Frequently asked questions

Who is hiring for the Customer Service Manager role?
Appointment Personnel is hiring for the Customer Service Manager position, a Shazamme client. Apply directly on the employer's career site.
Where is the Customer Service Manager job located?
The Customer Service Manager role with Appointment Personnel is based in Stoke-on-Trent, US.
What does the Customer Service Manager role pay?
Appointment Personnel lists the Customer Service Manager role at USD 33,000–36,000 per year.
Is the Customer Service Manager role full-time or contract?
This is a full time position at Appointment Personnel.
What experience level is the Customer Service Manager role?
The Customer Service Manager position is aimed at mid-level candidates.
How do I apply for the Customer Service Manager role at Appointment Personnel?
Apply directly on Appointment Personnel's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.
Apply direct