Job Description

The Role

We are seeking a dynamic and proactive

Customer Services & HR Manager

to lead our customer service team while also overseeing office operations and supporting essential HR functions. This is a key management role that blends hands-on customer service with leadership, team development, and administrative oversight.

You will ensure our customers receive an exceptional experience with a focus on first-time resolutions, while motivating and managing your team to perform at their best. Additionally, you'll play a critical role in maintaining a positive working environment, supporting employee wellbeing, and assisting with HR processes and compliance.

Key Responsibilities

Customer Service & Team Leadership

Lead, coach, and support a team of Customer Service Representatives. Monitor team performance and service levels, implementing improvements where necessary. Act as a point of escalation for complex or unresolved customer issues. Oversee day-to-day customer communication across phone and email. Drive a culture of continuous improvement and customer-first thinking. Identify and act on areas for business and service enhancement.

Office Management

Ensure smooth day-to-day running of the office environment. Manage office supplies, facilities, equipment, and liaise with external vendors. Maintain organisation-wide policies and procedures relevant to the office. Support internal communication and coordination across departments.

HR Administration & Support

Assist with recruitment processes including job postings, interviews, and onboarding. Maintain accurate employee records and manage HR documentation. Support performance reviews, absence management, and staff wellbeing. Help ensure compliance with employment legislation and company policies. Be a point of contact for staff HR-related queries and escalate as needed.

Who We're Looking For

This role suits a highly organised and personable individual with strong leadership skills and a passion for customer experience and team development. You'll be confident managing people, processes, and priorities with a hands-on, can-do attitude.

Skills & Experience

Proven experience in a customer service or office management role. Previous team leadership or supervisory experience is essential. Familiarity with HR functions and employment best practices (HR training desirable). GCSEs or equivalent; further qualifications in business or HR are a plus. Strong communication and interpersonal skills. Confident in handling employee and customer queries with professionalism. Proficient in MS Office and relevant business systems. Exceptional organisational and time management skills.

Why Join Us?

We offer an inclusive and supportive workplace where your contribution matters. This role is an excellent opportunity for someone looking to step into a multi-faceted leadership position with scope to grow and develop across customer service, HR, and office operations.

Job Types: Full-time, Permanent

Pay: 34,125.00-39,000.00 per year

Additional pay:

Performance bonus
Benefits:

Canteen Casual dress Company pension Employee discount Free parking On-site parking
Schedule:

Monday to Friday
Experience:

Management: 2 years (required)
Location:

Shrewsbury SY2 6LG (required)
Work Location: In person

Reference ID: TDC-CSM