Job Description

Join Our Team at The Saddle Bank!

We're excited to announce a new opportunity for a

Customer Service Manager

to join our growing team.

About Us

At The Saddle Bank, we do more than sell saddles -- we help riders find the perfect partner for their equestrian journey. Our dedication to quality, customer care, and exceptional service has made us a trusted name for horse lovers across the globe.

About the Role

The Customer Service Manager (CSM) is responsible for delivering and overseeing world class customer service across all communication channels while protecting The Saddle Bank's premium brand reputation.

This is a senior customer service position, not an entry level role. The CSM must bring proven experience, strong judgement and the ability to confidently handle all levels of customer service including complex cases, complaints and service improvements. The successful candidate will understand the critical impact of customer service on business performance and be able to report insights and recommendations directly to senior management.

This role does not manage people but manages the customer service function, owning service performance, communication standards, KPI results, complaint handling and the end to end quality of the customer experience.

The CSM provides excellent customer service personally and takes full responsibility for customer satisfaction outcomes, reporting directly to the General Manager.

Key Responsibilities

Customer Service Delivery and Ownership

Personally deliver exceptional customer service across

Phone calls Email Live chat Social media messaging Other customer communication channels
Take full ownership of each customer's journey, ensuring they feel supported, valued and confident at every stage.

Resolve complaints quickly, calmly and efficiently, protecting customer satisfaction and the brand.

Communicate with warmth, empathy, clarity and professionalism at all times.

Maintain consistent high standards of tone and communication that reflect The Saddle Bank's premium reputation.

Manage the customer service department function, not staff.

Ensure all customer service processes, standards and SOPs are followed consistently.

Maintain oversight of customer workflows, priority tasks and escalation paths.

Customer Service Performance and KPI Management

Own all service KPIs including

Response speeds and inbox health Complaint rates Customer satisfaction and Trustpilot performance Accuracy and zero error standards Lead follow up times
Ensure all customer communication is fast, accurate and complete.

Monitor daily workload and maintain strong service consistency.

Quality Assurance and Continuous Improvement

Maintain a zero error culture in customer communication.

Identify recurring issues and lead root cause analysis.

Suggest and implement improvements in scripts, templates, SOPs and customer pathways.

Improve clarity and reduce repeated customer queries through smarter communication.

Reporting and Insight

Produce weekly and monthly reports for the General Manager covering

KPI performance Service risks and complaint patterns Review trends and sentiment analysis Operational challenges and improvement opportunities
Report confidently to senior leadership on

Customer service performance Customer sentiment Operational improvements Identified risks Suggested solutions and efficiency opportunities
Present clear recommendations to continually elevate customer service quality and support wider business goals.

Issue Resolution and Escalation Handling

Handle complex, sensitive or high priority customer issues personally.

Escalate only when situations fall outside documented policy such as legal situations, policy exceptions or high value disputes.

Ensure all escalation documentation is complete, clear and accurate.

What Success Looks Like

Customers consistently receive a 5 star service experience The Saddle Bank maintains or exceeds a 4.9 star reputation Complaints reduce, reviews increase and customer confidence grows Service KPIs are achieved or exceeded daily Processes are smooth, simple and followed consistently Communication is consistently warm, clear, accurate and on brand Senior management receives accurate reporting, insight and actionable recommendations

Required Skills and Experience

Essential Skills

Excellent communicator written and verbal Confident handling calls, email and live chat Strong organisational and prioritisation skills High attention to detail and accuracy Ability to analyse data and prepare reports for senior management Calm decision maker who handles pressure well Strong problem solving and customer first mindset Experienced handling escalations, complaints and complex customer journeys

Action taker who can work independently or as part of a team

Personal Qualities

Ownership mentality takes responsibility, not shortcuts Warm, empathetic and emotionally stable Reliable, punctual and consistent Brand conscious and quality focused Proactive, solution oriented and continuously improving High personal integrity and professionalism Confident presenting insights and improvements to leadership

Desirable Experience

Senior customer service experience with responsibility for service outcomes even without line management Experience in a KPI driven customer service environment Quality assurance or operations background Equestrian knowledge beneficial but not essential

Role Type

Full time Office based at The Saddle Bank HQ, PE7 Reports to General Manager
This role will remain open until we find the right candidate. We are committed to hiring the best fit and are not working to a deadline.

To apply, please include your CV and a tailored cover letter.

Your cover letter must include

Why you believe you are a strong fit for this senior Customer Service Manager position A clear explanation of your relevant experience One example of a complex customer service issue you have handled such as a complaint, escalation or high pressure service situation
To confirm you have read this job description in full, please include the word

CUSTOMERFIRST

at the very end of your cover letter.

We take accuracy, attention to detail and communication quality seriously. These are essential for success in this role.

Job Type: Full-time

Pay: Up to 34,000.00 per year

Benefits:

Casual dress Company pension Employee discount Free parking On-site parking
Ability to commute/relocate:

Peterborough PE7: reliably commute or plan to relocate before starting work (required)
Application question(s):

Are you involved in the equestrian industry in a personal or professional capacity- Please provide an outline below
Work Location: In person