Assistant Customer Service Manager

Location: Aldershot, Hampshire

Salary: -36,000 (depending on experience)

Hours: Monday - Thursday: 08:30 - 17:30 | Friday: 08:30 - 17:00 (Office-based)

Overview

We are currently recruiting for an Assistant Customer Service Manager to join a growing and dynamic business based in Aldershot.

This is a varied and hands-on role, supporting the Customer Service Manager in overseeing day-to-day operations, developing the team, and ensuring a consistently high level of service is delivered to customers.

This opportunity would suit someone with strong customer service experience who is looking to step into a more senior, supervisory role within a fast-paced environment.

The Role

Working closely with the Customer Service Manager, you will support the team across training, operations and account management, while also acting as a point of escalation for customer queries.

Key responsibilities Include:

Training & Development

• Creating clear and user-friendly training documentation across the department
• Producing product briefing materials for the Customer Service team
• Supporting induction and training of new starters
• Delivering training sessions and refreshers to upskill the team
• Mentoring and supporting Account Managers and Assistant Account Managers

Team & Attendance Management

• Managing holiday requests via the internal HR system
• Supporting return-to-work interviews and attendance processes
• Covering the Customer Service Manager during absence or meetings
• Leading team huddles and handling escalated issues

Operational Support

• Monitoring bespoke and Far East orders and liaising with Purchasing teams
• Supporting production queries and order adjustments
• Assisting with the resolution of customer complaints

Order Administration (Quote to Delivery)

• Issuing quotations and handling customer enquiries
• Raising and processing orders on internal systems
• Sending order confirmations and progressing orders through to delivery
• Maintaining clear communication with internal stakeholders throughout

Candidate Requirements

Essential:

• Previous experience within customer service (ideally with some supervisory or mentoring responsibility)
• Strong training and presentation skills
• Excellent communication skills with high attention to detail
• Good IT skills, including Microsoft Excel
• Strong organisational and time management skills
• Ability to manage multiple tasks in a fast-paced environment
• Confident problem solver with the ability to handle escalations professionally
• A collaborative approach with the ability to support and develop others

Desirable (not essential):

• Experience within print, production or promotional products
• Knowledge of Far East sourcing or bespoke order processes
• Basic understanding of HR processes

What''s on offer?

• Salary up to -36,000 (depending on experience)
• Full training provided
• Pension scheme
• On-site parking
• Referral bonus scheme
• Years of service benefits
• Supportive and collaborative working environment