• Act as the escalation point for complex customer complaints, resolving issues quickly and professionally.
• Build and maintain strong customer relationships, including management of key accounts.
• Review customer performance, spend and service levels, identifying opportunities for account growth.
• Ensure customer data, orders and delivery documentation remain accurate.
• Liaise with couriers and external partners to resolve service issues and reduce errors.

• Lead and support supervisors, team leaders and advisors; manage internal issues fairly and calmly.
• Support recruitment, onboarding and ongoing development of sales and customer service staff.
• Monitor performance, call quality and sales errors, implementing corrective actions and training.
• Manage rotas, holiday approvals, attendance and return‑to‑work processes.
• Promote cross‑training to maintain operational resilience.
• Handle HR matters including performance management and disciplinaries.

• Maintain accurate sales and operational records.
• Identify opportunities to improve productivity, service quality and efficiency.
• Ensure health and safety standards are met within the department.
• Produce monthly sales and performance reports.
• Work with Accounts on credit limits for larger customers.
• Provide regular performance feedback to senior management.
• Cover the Sales & Customer Services Manager during absence.

• Proven experience in sales, customer service or call centre management.
• Strong leadership and people‑management skills.
• Confident decision‑maker with the ability to manage conflict effectively.
• Highly organised, with the ability to prioritise in a fast‑paced environment.
• Excellent communication and interpersonal skills.
• Experience in coaching, motivating and managing team performance.

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.