Customer Services Department Manager

Location: Skelmersdale & Leyland

Contract Type: Full-time, Permanent (40 Hours Per Week)

Working Pattern: Primarily core business hours, Monday to Friday (08:00 – 18:00), with flexibility required to provide management cover across our full 7-day customer service opening hours (08:00 – 18:00, including weekends) as business needs dictate.

Lead the Team Behind the UK’s Leading Online Bathroom Retailer

At VictorianPlumbing.co.uk, we are proud to be the UK’s NUMBER 1 online bathroom destination. We have grown rapidly by keeping our customers at the heart of everything we do—and as our Customer Services Department Manager, you will play a central role in driving that success.

This is a fantastic opportunity for an operational leader to take ownership of our contact centre operations. You will be responsible for leading, developing, and inspiring our Customer Service Team Managers while maintaining high standards across all our customer touchpoints—including Live Chat, Email, and Calls.

If you are a passionate leader who thrives on operational excellence, continuous improvement, and getting the very best out of your team, we would love to hear from you.

What You’ll Be Doing

• Leading & Developing Leaders: Manage, support, and coach our Customer Service Team Managers. You will drive an engaging, inclusive team culture focused on personal growth, high accountability, and continuous development.

• Driving Operational Excellence: Hold full accountability for core contact centre metrics and service level agreements (SLAs), including CSAT, First Contact Resolution, Average Handling Time, and response times across all channels.

• Elevating the Customer Experience: Analyse contact drivers, queue performance, and customer feedback to streamline processes, remove friction points, and deliver a smooth post-purchase journey.

• Collaborating Across the Business: Partner closely with Resource Planning, Quality Assurance, Logistics, and Supply Chain teams to ensure our contact centre operations align perfectly with trading periods and wider business growth.

• Managing High-Level Escalations: Serve as the senior point of escalation for complex customer queries, ensuring fair, balanced outcomes that champion both customer satisfaction and business goals.

What We’re Looking For

• Proven Contact Centre Leadership: Solid experience managing Team Managers within a fast-paced, multi-channel contact centre environment (covering calls, live chat, and email).

• E-Commerce / Retail Background: A strong understanding of online retail customer journeys and post-purchase customer support processes.

• Metric-Driven Approach: A track record of consistently achieving key operational metrics, particularly CSAT and service levels, using data to inform decisions.

• Strong People Management Skills: Ability to inspire team leaders, drive performance management, build robust succession plans, and maintain high engagement.

• Technical Familiarity: Experience working with modern contact centre technologies, workforce management tools, and ticketing/chat platforms.

• Adaptability & Resilience: Comfortable operating in a fast-growing business environment and navigating high-volume commercial trading periods with clarity and confidence.

Why Join VictorianPlumbing.co.uk?

We offer a fast-paced, friendly, and dynamic environment where brilliant work is recognised and supported. Working from our modern sites across Leyland and Skelmersdale, you will join a progressive team dedicated to setting new standards in e-commerce customer care.

Ready to step into the role? Apply today with your CV and a brief summary of why you’re the right fit for the team!