Job Description

We're looking for an experienced and motivated Customer Service Manager to lead our customer service operations and champion our commitment to delivering excellence at every touchpoint.



Based at our Distribution Hub in Sittingbourne, you'll ensure our customers receive a first-class experience -- from the moment they place an order to the time it arrives on site. You'll oversee all aspects of customer interactions, from handling escalations and returns to developing efficient processes and customer satisfaction metrics.



Your goal? To keep the department running efficiently and profitably while driving customer satisfaction, loyalty, and retention.

Why Join Us?

At Selkent, we don't just invest in our customers -- we invest in our people. You'll be joining a forward-thinking, values-driven business that's passionate about growth, innovation, and teamwork.



Our success is built on strong values that shape everything we do:

Ultra Responsive

- We go further and faster than any other supplier to keep sites productive and on schedule.

Deliver Excellence

- We provide sustainable, first-class service and a quality product range, always going above and beyond.

Empowering

- We trust and empower our high-achieving team to help customers meet their goals on time.

United

- We're one team, pulling together in the same direction.

Pioneering

- We continuously innovate and drive positive change in a fast-moving industry.

Key Responsibilities

Manage the Horizon phone system, monitoring and reporting key customer service metrics. Handle escalated customer inquiries, complaints, and returns with professionalism and efficiency. Develop and implement customer service policies and procedures to ensure consistency and excellence. Work closely with sales, warehouse, logistics, and procurement teams to deliver a seamless customer experience. Oversee and streamline the returns and refund process in line with company policy. Manage customer satisfaction targets and monitor KPIs such as response times, resolution rates, and customer feedback. Identify and resolve issues related to delivery delays, stock discrepancies, and damaged goods. Manage claims from external suppliers, ensuring prompt and fair resolution. Support our internal teams to achieve performance goals and uphold Selkent's service standards.

What We're Looking For

Strong leadership and communication skills with a customer-first mindset. Proficient in Microsoft 365 and CRM systems. Highly organised, calm under pressure, and detail-oriented. Able to set, monitor, and maintain personal and team performance targets. Proactive problem-solver with strong time management skills. Passionate about continuous improvement and delivering exceptional service.

Key Metrics

(To be developed in collaboration with the successful candidate.)