Customer Service Manager

Job description

Position & CompensationPosition: Customer Service Manager

Salary: £29,000 – £35,000 (dependent on skills and experience) + quarterly bonus scheme

Location: Hove (fully office based)

Hours: Monday to Friday, 37.5 hours between 8am–6pm. Occasional Saturdays 10am–4pm (hours can be taken back in lieu).

Benefits: Free onsite parking, 31 days annual leave (including bank holidays), pension, life assurance, product discounts, and more.

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.

Key Responsibilities

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

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

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.

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Extra information

Status

Open

Education Level

Secondary School

Location

Hove

Type of Contract

Full-time jobs

Published at

31-03-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English