Customer Service Manager

Plus One Personnel; Oxford; On-site; GBP 25,000 - 45,000; Full time

Job description

Are you a confident and people-focused leader with a background in customer service operations?
Do you enjoy improving processes, developing teams, and resolving problems before they escalate?
Would you thrive in a fast-paced, operational environment where you can make a real impact?

Our client is a growing organisation operating in a highly active and essential service industry. With an expanding presence across Oxfordshire and beyond, they are investing in their people, systems, and service offering to deliver an even better customer experience. This is a hands-on management role, working closely with internal teams such as transport, sales, and compliance, while leading and developing a dedicated customer service function. It offers the chance to shape processes, motivate your team, and make a genuine difference to customer satisfaction and operational performance.

Key Responsibilities

1. Lead, support, and coach the customer service team to deliver consistent, high-quality service.
2. Promote a proactive, solutions-focused culture across the department.
3. Monitor and improve booking processes, response times, and complaint handling procedures.
4. Work closely with operations and transport teams to ensure service is delivered smoothly and efficiently.
5. Handle escalated complaints with professionalism, resolving issues effectively and preventing repeat occurrences.
6. Contribute to customer retention and satisfaction by identifying service improvements and team training needs.
7. Maintain compliance with internal procedures and safety, health, environment, and quality (SHEQ) standards.

Key Skills & Experience

1. Previous experience managing or supervising a team within a customer service environment is essential.
2. Strong interpersonal skills with the ability to motivate, develop, and empower team members.
3. Excellent problem-solving and organisational abilities in a fast-paced setting.
4. Comfortable using CRM systems and Microsoft Office tools for reporting and analysis.
5. Commercial awareness and a collaborative approach when working cross-functionally.
6. Experience in logistics, construction, waste, or another operational industry is beneficial.
7. An interest in sustainability and process improvement would be a plus.

Additional Information

1. Free on-site parking and full PPE/uniform provided.
2. Company pension scheme, sick pay, and cycle to work scheme.
3. Opportunities for training and professional development.
4. Supportive team culture and regular company events.
5. Office-based role, Monday to Friday, 8AM – 5PM.

To express interest in this opportunity, please send your most recent CV along with details of your current or most recent salary and your notice period. For a confidential conversation about the role, contact Daniel Marlow on 01926 699276.

Alternatively, connect on LinkedIn here: Daniel Marlow LinkedIn