Job Description

About Us:

We are a fast-growing e-commerce business dealing in bathrooms with a strong focus on delivering excellent service to our customers. As we expand, we're looking for a highly capable and motivated Customer Support and Admin Manager to lead our support team and streamline administrative operations. You will play a key role in ensuring our customers receive exceptional service while keeping internal processes running efficiently.

This role offers a fantastic opportunity to step into a management role within a supportive and growth-focused business.

Key Responsibilities:

Lead and manage the daily operations of the customer support team.

Maintain high standards of customer service across all communication channels (email, phone, chat).

Identify and act on opportunities to improve customer satisfaction and internal processes.

Liaise with other departments to ensure smooth workflows and timely resolutions.

Train, coach, and develop team members to improve quality and productivity.

Monitor team performance and set clear KPIs and service-level expectations.

Supervise order booking, dispatch, labelling, and pick/pack processes.

Implement efficient administrative procedures and ensure accuracy in customer and order records.

Oversee order processing, returns, and after-sales service in collaboration with operations and logistics.

Dispatch daily orders, book shipments and collections, book-in deliveries/purchase orders, print in-house delivery routes and debrief routes.

Handle escalated customer queries and complaints with professionalism and problem-solving focus.

Requirements:

Proven experience in a customer service, operations support, or admin management role (ideally 2+ years in a supervisory or management capacity).

Excellent communication and interpersonal skills with a customer-first mindset.

Strong leadership and team management abilities.

Highly organized with attention to detail and a hands-on approach to problem-solving.

Proficient in using CRM systems, Microsoft Office, and ticketing/email platforms (e.g. Edesk, Zendesk, Freshdesk).

Ability to multitask and work under pressure in a fast-paced environment.

Experience in eCommerce or a product-based business is a strong advantage.

Right to work in the UK.

What We Offer:

Opportunity to grow within a scaling business.

Competitive salary based on experience

Free on-site parking.

Employee discount.

Company pension scheme.

Full training

A collaborative team culture with strong internal promotion opportunities.

Job Types: Full-time, Permanent

Pay: 26,000.00-32,000.00 per year

Benefits:

Company pension Employee discount On-site parking
Work Location: In person