Customer Service Manager in Stoke-on-Trent, Staffordshire

Job Advertisement: Customer Service Manager
Location: Stoke on Trent, ST1 area
Contract Type: Temporary- permanent opportunity
Hourly Rate: £16.92 - £18.46
Working Pattern: Full Time. Monday-Friday 8:30am-5:00pm

Our client, a prominent player in the Logistics & Transportation sector, is seeking an enthusiastic and experienced Customer Service Manager to join their dynamic team in Stoke on Trent. This is an exciting opportunity to contribute to a thriving organisation that prioritises exceptional customer experiences and operational excellence.

About the Role:
As a Customer Service Manager, you will play a crucial role in ensuring that the organisation's customers receive outstanding service. Your leadership and dedication will inspire a talented team, driving performance and fostering a culture of excellence.

Key Responsibilities:

• Manage escalated customer inquiries and resolve issues promptly and effectively.
• Analyse customer feedback and data to identify trends and areas for improvement.
• Lead, coach and develop Customer Service Administrators and Desk-Based Account Managers.
• Set and monitor service standards, KPIs and SLAs.
• Monitor and motivate team performance and provide constructive feedback to foster professional growth.
• Oversee order processing, delivery communications, returns, and back order management.
• Resolve complex service issues and coordinate root-cause and corrective action.
• Work closely with Sales, Marketing, Warehouse and Operations teams.
• Use customer insight and performance data to improve service and efficiency.

What Our Client Is Looking For:

• Excellent communication and interpersonal skills to build rapport with customers and team members.
• A proactive approach to problem-solving and the ability to think on your feet.
• Familiarity with customer service software and tools.
• A passion for delivering exceptional customer experiences.
• Proven customer service management experience, ideally in e-commerce, wholesale, logistics or fulfilment.
• Strong people leadership, communication, and conflict-resolution skills.
• Commercial awareness and confidence interpreting service data and KPIs.
• A practical understanding of B2B and direct-to-consumer fulfilment.
• Confidence using CRM systems and Microsoft Office.

Why Adecco:

* Annual leave entitlement
* Perks at work - discount vouchers and points to spend
* Support program with 24/7 helpline
* Eye care vouchers
* Competitive pension scheme

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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