Job Description

About the Role

We're looking for a dynamic, people-first

Customer Service Manager

to lead our busy, friendly, and fast-paced customer service team at

Tiny Box Company

. If you're passionate about delivering world-class service, solving problems before they happen, and empowering your team to thrive -- this is your moment.

You'll be the glue between our customers and our operations -- overseeing everything from queries and complaints to complex order issues, and working closely with the warehouse, sales, and branding teams. This is a hands-on role for someone who can lead by example and isn't afraid to roll up their sleeves.

What You'll Be Doing

Lead, coach and develop a team of Customer Service Executives to deliver a brilliant customer experience across phone, email, and live chat Manage daily workload and ensure customer queries, complaints, and returns are resolved quickly and accurately Own escalations and turn difficult conversations into positive outcomes Collaborate with warehouse and sales teams to streamline communication and resolve order/stock/branding issues Monitor and improve team KPIs, ensuring service levels are met or exceeded Deliver customer insights and feedback to senior leadership to improve systems, processes, and the customer journey Oversee training, onboarding, and development plans for new and existing team members Take ownership of systems (e.g. CRM, Live Chat, Order Management tools) to ensure the team uses them effectively Champion a positive and solution-focused team culture

What We're Looking For:

3+ years in a senior customer service role, ideally in e-commerce, retail, or packaging Proven experience managing a customer support team Empathetic leadership style and a passion for coaching and developing people Cool under pressure, with excellent conflict resolution and decision-making skills Super organised -- able to juggle multiple tasks, deadlines, and team priorities Familiarity with e-commerce platforms, CRM systems (e.g., Gorgias, Zendesk, Shopify), and Excel/Sheets Strong written and verbal communication A proactive, solutions-focused mindset -- and a sense of humour helps too!

Why Work with Tiny Box Company?

Be part of a purpose-led business that's growing fast and putting sustainability at its core Supportive leadership and a collaborative team environment Room to grow -- this role is pivotal in shaping the future of our customer service function Staff discounts, pension, paid volunteer days, and more Hybrid working options available after onboarding

Salary

The salary is based at a standard rate plus a bonus scheme.

Location

Located in the beautiful countryside next to the Bluebell Railway and close to the National Trusts' Sheffield Park Gardens, your own means of transport is essential.

If you're ready to take your career to the next level and make a real difference to both people and planet, we'd love to hear from you.

Apply now

and lead our customer service team into its next exciting chapter.

We will aim to get back to you within 14 days of applying for this role.

Job Types: Full-time, Permanent

Pay: 30,000.00 per year

Benefits:

Casual dress Company events Employee discount Free parking On-site parking
Education:

A-Level or equivalent (preferred)
Experience:

Management: 2 years (required) Customer service: 2 years (required)
Licence/Certification:

Driving Licence (required)
Work Location: In person