Customer Service Manager

Full-time – Office Based (Monday to Friday, 9:00am–17:00pm)

Harper Recruitment Group is working in partnership with a successful distribution business based in Nottingham. An exciting opportunity has arisen for an experienced Customer Service Manager to lead a small team and oversee all customer service activity, including managing queries, complaints, order tracking and producing bespoke quotations. This role is ideal for someone who thrives in a fast-paced, hands-on environment and is confident working closely with warehouse and operational teams.

Responsibilities

• Managing a team of 2–3 Customer Service Advisors
• Handling escalated customer queries, complaints and service issues
• Managing order tracking, delivery updates and customer communication
• Producing bespoke quotes and supporting customers with tailored requirements
• Ensuring SLAs, quality standards and response times are consistently met
• Identifying process improvements to enhance customer experience
• Supporting cross-department communication with sales, warehouse and operations
• Maintaining accurate customer records and documentation
• Coaching, developing and motivating the team to achieve performance targets

Qualifications

• Experience in a Customer Service Manager or Senior Customer Service role
• Experience managing a small team within a commercial environment
• Strong background in handling customer queries, complaints and order management
• Ability to produce bespoke quotes and manage tailored customer requirements
• Experience within a distribution, logistics or product-based business is highly beneficial due to the hands-on nature of the role and close communication with warehouse operations
• Excellent communication skills with a calm, solutions-focused approach
• Strong organisational skills and the ability to prioritise in a fast-paced environment
• Confident using CRM systems and Microsoft Office
• A proactive leader who can motivate and develop a team
• Demonstrated longevity in previous roles, showing commitment and stability

What’s on offer

• Free on-site parking
• Company pension scheme
• Staff discount on products
• Training and development support
• Opportunity to progress within a growing business
• Standard company benefits package

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