Customer Service Manager

A well-established retail manufacturing business is seeking a Customer Service Manager to join and establish its London team. You’ll lead a high-performing function delivering end-to-end support to retail and trade partners, while overseeing showroom operations. The role offers flexibility, competitive benefits and ongoing training. This role suits someone focused on relationship management, process improvement and driving growth.

What you’ll do:

• Lead, coach and develop a team of Customer Service Representatives including recruitment, onboarding, performance management and training
• Oversee end-to-end customer journey from order through to post-installation support, managing escalations and ensuring high satisfaction
• Monitor KPIs including response times, order accuracy, delivery performance and complaint trends to drive improvements
• Maintain strong product knowledge to support both clients and internal teams
• Manage onboarding of retail partners across systems and processes
• Act as the main escalation point for complex client issues including defects, installations and returns
• Build strong relationships with clients and collaborate with sales, production and logistics teams
• Oversee expenses, approvals, payroll coordination and support HR processes including recruitment
• Coordinate factory visits and client travel arrangements
• Manage showroom and office operations including facilities, maintenance, events and compliance

What you bring:

• Minimum 5 year's customer service experience with at least 3 year's in a leadership role
• B2B experience within manufacturing, retail or a similar environment
• Strong CRM knowledge and ability to manage customer data and order processes
• Proven ability to improve customer satisfaction and operational efficiency
• Excellent communication and stakeholder management skills
• Calm, solutions-focused approach in a fast-paced environment
• Experience managing dealer or trade networks is beneficial
• Strong Microsoft Office skills with confidence in reporting and data analysis
• High attention to detail with a customer-first mindset and commercial awareness
• Interest in interiors or home improvement is advantageous, full training provided

If this sounds like you apply today!

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates