Job Title: Customer Service Manager
Location: Milton Keynes
Hours: Monday to Friday 9am – 5:30pm (Site Based)
Salary: Negotiable on experience
GPS Recruitment are looking for an experienced Customer Service Manager (CSM) with a passion for efficiency, strong problem-solving abilities.

You will lead from the front and be accountable for the end-to-end accuracy, flow, delivery-readiness of all customer orders and retention of those customers.

This is a senior role to drive accountability, enforces high standards, and continually improves team performance and process control.
Key Responsibilities:
• continuous improvement and development of the CS team.
• Lead and support the CS team, building a culture of personal ownership, continuous improvement, and customer-first thinking.

Aiming for exceptional customer service is key.
• Set customer service procedures, implement and monitor clear KPIs (e.g., order accuracy, response times, and invoice timeliness).
• Ensure order entry is correct the first timecodes, quantities, and dates must be fully validated.
• Use daily reports to catch and resolve exceptions: urgent orders, missing invoices, data errors, and customer setup issues.
• Review customer feedback regularly and use insights to enhance service quality, internal processes, and communication.
• Oversee daily order flow to ensure timely processing, release, and invoicing, avoiding bottlenecks or unnecessary escalation.
• Utilising the B2B platform and taking complete ownership to ensure it meets the requirements for customer service.
• Deliver regular performance reports on key operational metrics including order fulfilment rates, customer satisfaction, and delivery accuracy.
Skills and Qualifications:
• Previous experience in a customer service leadership role, preferably in B2B or luxury goods is essential.
• Experience managing a team in a fast-paced, order-driven environment.
• Strong communication and cross-functional collaboration skills.
• Confident using ERP/WMS systems (e.g., BlueCherry, Softeon) and advanced Excel.
• Clear understanding of logistics and fulfilment processes.
• Strong attention to detail and ability to manage competing priorities.