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Customer Service and Fulfilment Manager

  • £35,000 - £45,000 + bonus and benefits
  • Permanent
  • Oxford
  • Ref: BH-8973
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We are looking for an experienced Customer Service Manager to join a well established Retail business in the Oxford area, you will be responsible for a team of Customer Service Advisors as well as both B2B and B2C channels.

 

Job Purpose

  • Maintain excellent service levels for customers across all interaction points.
  • Develop a motivated and efficient team focused on increasing customer satisfaction, loyalty, and retention.
  • Ensure the smooth fulfilment of all e-commerce, B2B orders, and store deliveries handled through the third-party logistics provider.

 

Key Responsibilities

 

  • Monitor and ensure key performance indicators, such as average response time, first reply time, and productivity, are achieved and reviewed regularly.
  • Balance resources effectively to manage B2B and B2C orders as demand fluctuates, ensuring team members adapt to fulfilment methods as required.
  • Ensure e-commerce orders are fulfilled according to customer delivery expectations.
  • Support the fulfilment plan for B2B orders, ensuring timely and accurate delivery to customers.
  • Address B2B customer complaints.
  • Manage store delivery-related processes, enquiries, and complaints.
  • Improve internal processes, reduce costs and inefficiencies, and identify sales opportunities.
  • Provide regular updates to stakeholders on service levels, key issues, and capacity across channels, maintaining strong relationships and keeping teams informed.
  • Stay updated on industry developments and benchmark performance and standards externally.

 

Experience, Skills, and Competencies

  • Minimum 3 years’ experience in customer service support within a retail environment, preferably in a fast-paced setting.
  • At least 2 years of proven experience in a senior customer service role managing a team.
  • Strong attention to detail, excellent organisational skills, and a problem-solving mindset.
  • Analytical skills, including data analysis and dashboard interpretation.
  • Strong written and verbal communication skills.

 

This role will require the candidate to be in the office 4 days a week.

Salary bracket is £35,000 – £45,000 + bonus and benefits.

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