Are you driven and passionate to provide the best service for customers?

We are seeking a customer service manager to join us on a full time, permanent contract.

Working hours for the Customer Service Manager role will be Monday to Friday, 8am – 5pm, plus 1 in 4 weekends on call.

Flexibility will be required to meet the requirements of the role.

You will be working on a full time, permanent basis and in return will receive a competitive salary of between £35,000 - £45,000 per annum, dependant on experience.

Some of the key responsibilities of the role will include:
• Lead and manage the Customer Service team, ensuring high standards are maintained.
• Develop and implement new processes to improve the customer experience.
• Conduct regular team meetings to review performance against KPIs.
• Analyse errors and KPIs daily to identify trends and take corrective actions.
• Manage staffing levels to meet business and customer needs.
• Oversee the entire employee lifecycle, including recruitment, onboarding, training, and performance management.
• Report weekly KPI figures to relevant stakeholders.
• Foster collaboration with other departments to enhance the customer experience.
• Perform daily customer service tasks, such as processing orders and handling queries or complaints.

Requirements for this role:
• Strong management and leadership skills with the ability to motivate a team.
• Previous experience at management level in a customer service team, actively managing and resolving customer queries and complaints.
• Excellent written and verbal communication skills.
• Ability to engage a team and build strong working relationships with colleagues at all levels.
• Excellent IT skills including Excel.
• Ability to determine priorities and be highly organised with meticulous attention to detail.
• Proactive with strong problem-solving skills.
• Flexible and adaptable in approach to work with the ability to multi-task.
• Demonstrates a high level of integrity.
• An expert in conflict resolution

Working Hours
Working Monday to Friday, 8am – 5pm, plus 1 in 4 weekends on call, to resolve any matters that have been escalated by the customer service team. Flexibility will be required to meet the requirements of the role.

About us…
Watts Farms is a third-generation family-run farming business, established in 1952. Growers, Packers, and Distributors of fresh produce supplying the hospitability industry across Kent, London, and surrounding areas. We also offer Home Deliveries offering freshly picked fruit and vegetables from our own farms as well as a full range of grocery, dairy, alcohol, and pantry goods.

What we can offer you…
• 31 days holiday (including bank holidays)
• Payment reward for Friend Referrals
• 20% staff discount on our online shop
• Long Service Awards
• Development & Training opportunities
• Onsite staff canteen area offering refreshments

If you have the requirements listed to become our Customer Service Manager, please click ‘apply’ today. We’d love to hear from you!

We are an equal opportunity employer. All applicants will be considered for employment