Customer Service Manager | Premium F&B Brand | London / Hybrid

Customer Service ManagerHarmonic is delighted to be partnering with a premium food and beverage brand with a strong reputation for quality and an established presence across several sales channels, both in the UK and internationally. The business has built a loyal customer base and continues to see growing demand across its markets.The business serves a wide range of customers across trade and direct-to-consumer channels, and customer service plays an important part in how the brand is experienced. The team is lean, collaborative and hands-on, with people given real ownership.The RoleThe business is looking for a Customer Service Manager to lead its customer service team and make the function work better. You will manage two experienced, long-tenured Customer Service Executives who are relatively self-sufficient, so the focus is less on day-to-day supervision and more on leading the function and raising the standard of how it operates.The key priority is moving the team from manual ways of working to more automated and systemised ones. This is not a systems specialist role, but you will need to look at how things are done today, identify improvements and see them through to implementation, working closely with the leadership team to co-design what better looks like. The role is deliberately focused purely on customer service management, giving you the space to do this properly.Key DutiesLead and manage a team of two experienced Customer Service Executives, setting clear standards and supporting their developmentOwn the day-to-day running of customer service, making sure customers receive a consistently high standard of serviceReview current processes and identify where manual work can be automated or systemisedImplement improvements to tools, workflows and processes, co-designing with the leadership team how the function should runBuild resilience into the team, including holiday cover, so service levels hold when people are awayTrack and report on customer service performance, using the data to drive improvementsAct as the escalation point for complex customer issuesWork with operations and the wider business to resolve recurring issues at sourceWhat the Client Would Like to See (Essential)Experience managing a customer service or customer experience teamA track record of improving processes and moving a team from manual to more automated ways of workingThe ability to identify improvements and implement them, with a practical, hands-on approachExposure to how customer service is run in more than one business, bringing an outside view of what good looks likeConfidence working with senior stakeholders to shape how a function operatesStrong communication and people leadership skills, with the ability to manage experienced team members wellWhat We Would Like to See (Bonus)D2C or consumer brand experience, although candidates from tech and other sectors with strong transferable skills are equally welcomeExperience with CRM, helpdesk or automation toolsExperience in an SME or growing businessSalary: £42,000 - £48,000

Location: London, hybrid working (3 days in office)If you have any questions, please feel free to reach out to dan@harmonicfinance.comAt Harmonic, we are dedicated to fostering an inclusive and equitable workplace.

We actively welcome applications from individuals of all backgrounds and assure you that every candidate will be thoughtfully considered for the roles we represent, without regard to race, religion, gender expression, disability, or sexual orientation.