Customer Service & Operations Manager

Location: Aldershot

Hours: Monday - Thursday 8:30am - 5:30pm | Friday 8:30am - 5:00pm

Salary: £40,000

Benefits: Career progression, retail discount vouchers, training & development

We are recruiting for an experienced Customer Service & Operations Manager to join a well-established and growing organisation based in Aldershot.

This is a key leadership role responsible for managing and developing a team of 20+ customer service advisors, while driving operational efficiency and delivering a consistently high standard of customer service.

This opportunity is ideal for someone who has proven people management experience within a fast-paced SME environment, and who enjoys leading from the front, improving processes, and building high-performing teams.

The Role

As Customer Service & Operations Manager, you will take full ownership of the customer service function, ensuring service levels are maintained while continuously improving team performance, processes, and overall customer experience.

This is a hands-on management role, requiring strong leadership, organisation, and the ability to manage both people and operations effectively.

Key Responsibilities

Lead, manage and develop a team of 20+ customer service advisors Drive team performance against KPIs, service levels and customer satisfaction targets Conduct regular 1-to-1s, performance reviews and coaching sessions Manage team scheduling, workload planning and resource allocation Handle escalated customer queries and complaints professionally Analyse performance data to identify trends and implement improvements Improve processes across customer service and wider operations Work closely with internal teams including operations, sales and finance Support recruitment, onboarding and training of new team members Create a positive, accountable and high-performing team cultureKey Requirements

Proven experience managing customer service teams (ideally 10+ people) Strong people leadership skills, with experience coaching and developing teams Experience working within an SME or hands-on environment Background within product-based, FMCG, manufacturing or distribution sectors Strong operational mindset with the ability to improve processes and efficiency Confident managing KPIs, performance and service delivery Excellent communication and stakeholder management skills Highly organised with a proactive, solutions-focused approachWhat's On Offer?

Salary of £40,000 Early Friday finish Opportunity to lead a large customer service team Free on-site parking Retail discount vouchers Ongoing training and career development Supportive and collaborative working culture A leadership role where you can make a real impact on the customer experience