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Customer Care Manager - Ecommerce
Job Posted: 8 days ago
Salary: £ 35,000 - 40,000 / Annum
Job Type: Permanent
Location: Welshpool, Sir Powys
Expire in: 20 days
Job Description
Customer Care Manager – Ecommerce
£35,000 – £40,000
Are you a customer-obsessed leader who thrives in a fast-paced ecommerce environment? We’re looking for a driven and commercially minded Customer Care Manager to lead and elevate a high-performing support team, delivering an outstanding experience across every customer touchpoint.
This is a hands-on leadership role where you’ll combine strategy with day-to-day team management—perfect for someone who enjoys making a real impact and driving continuous improvement.
The Role
You’ll take ownership of the customer care function, ensuring every interaction reflects a first-class service standard. From leading the team to improving processes and handling escalations, you’ll be at the heart of delivering exceptional customer experiences.
Key Responsibilities
* Lead, coach and develop a Customer Care team to deliver best-in-class service
* Create a high-performance culture with strong ownership and accountability
* Improve communication across email, phone, and live chat channels while meeting SLA targets
* Take ownership of complex customer escalations and resolve issues effectively
* Manage and grow online reviews across platforms like Trustpilot, Google and Amazon
* Identify and implement improvements, including automation and AI-driven efficiencies
* Collaborate with internal teams (e.g. buying) and external partners (e.g. couriers)
* Plan rotas and resource allocation during peak trading periods
What We’re Looking For
* Proven experience in a customer care or customer service leadership role
* Strong communication skills with the ability to influence and build relationships
* Highly organised, with experience working in fast-moving environments
* Proactive mindset with a passion for continuous improvement
* A hands-on leader who isn’t afraid to challenge the status quo
What’s on Offer
* Salary of £35,000 – £40,000
* Full-time, Monday to Friday (on-site, 5 days per week)
* Clear progression opportunities within a growing business
* Ongoing training and development
* Staff discount after probation
If you’re ready to take ownership of a customer function and drive meaningful change, this is a fantastic opportunity to step into a role where your ideas and leadership will truly make a difference.
Apply now, or for more information please contact Lydia Johnson at Seymour JohnBefore You Apply
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