Customer Service Manager

Mapped Recruitment is delighted to be partnering with an existing client on their search for a Head of Customer Service to join their team based in Newcastle.

This is an exciting opportunity to join an independent SME D2C e-commerce-driven business (with presence in the UK, US and EMEA) reporting directly to the COO of the company.

As Head of Customer Service, you will lead the delivery of exceptional customer experiences across

all channels. Overseeing support operations, team performance, and customer satisfaction, you’ll

champion a customer-first mindset. Collaborating with Product, Sales, and Operations.

Key Responsibilities:

• Customer Service Leadership: Lead and manage the customer service team to deliver outstanding support across all channels, ensuring timely and effective resolution of queries and issues.
• Customer Experience Strategy: Develop and implement strategies to enhance the end-to-end customer journey, increasing satisfaction through all CS Channels.
• Team Development & Performance: Recruit, train, and mentor team members, fostering a culture of accountability, empathy, and continuous improvement.
• Support Operations Management: Oversee day-to-day operations, including SLAs, KPIs, and process efficiencies to ensure high-quality service delivery.
• Cross-functional Collaboration: Work closely with e-commerce, product, and operations teams to ensure customer feedback informs business decisions and improvements.
• Customer Insight & Feedback: Monitor and analyse customer interactions and satisfaction metrics to identify trends, pain points, and opportunities for service improvement.
• Crisis & Escalation Handling: Manage complex customer issues and escalations, ensuring they are resolved quickly and appropriately, protecting brand reputation.
• Technology & Tools: Evaluate and implement customer support tools and platforms to streamline workflows, improve reporting, and enhance the overall support experience.
• Policy & Process Development: Create and refine policies, FAQs, and internal processes to ensure clarity, consistency, and efficiency in customer interactions
• Advocacy & Engagement: Act as the voice of the customer within the business, championing their needs and advocating for improvements to products, services, and communication through all channels, countries and marketplaces.

Key Requirements:

• A proven track record of Customer Service Manager experience within leadership roles
• Experience within SME and D2C e-commerce businesses
• A passion for exceptional customer experience
• Experience with the implementation of customer service tools

This role will be based in the Newcastle (Gosforth) office 5 days a week