Customer Service Manager B2C

We are looking for an experienced Customer Service Manager who has eComm/B2C experience 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 3 days a week. Salary bracket is £35,000 - £45,000 bonus and benefits.

Location: Oxfordshire, GB

Posted Date: 2/26/2025