Fennies jobs

Customer Service & Operations Manager

Location: Fenny Bentley, Near Ashbourne, Derbyshire, DE6 1LE
Hours: Monday to Friday, 9:00am - 5:00pm (40 hours per week)
Job Type: Full-Time, Permanent
Reporting To: Managing Director
Start Date: Immediate start available

Benefits

• Company pension
• Staff discount
• Casual dress
• Additional holiday entitlement with length of service
• Free onsite parking
• Beautiful Peak District location
• Long-term career development opportunities

About Funky Leisure

Funky Leisure is a successful and growing independent e-commerce retailer specialising in campervan and camping equipment. Based in the Peak District National Park, we pride ourselves on delivering outstanding customer service, efficient order fulfilment and expert product knowledge to customers across the UK.

As a small and ambitious team, every member plays an important role in maintaining the high standards our customers expect. We are now seeking a highly organised, customer-focused and proactive Customer Service & Operations Manager to take ownership of our customer service operation and help drive operational excellence across the business.

This is a key position reporting directly to the Managing Director and offers the opportunity to make a genuine impact within a growing company.

The Role

As Customer Service & Operations Manager, you will be responsible for overseeing the customer journey and coordinating key operational activities that support an exceptional customer experience.

Acting as the link between customers, suppliers, couriers and warehouse operations, you will ensure enquiries are handled efficiently, orders progress smoothly and customer issues are resolved effectively.

This role combines customer service leadership with operational coordination and continuous improvement, making it a key position within the business.

Working closely alongside the Warehouse Manager, you will help ensure seamless communication between customer service and warehouse operations, enabling excellent customer outcomes and efficient order fulfilment.

The Customer Service & Operations Manager and Warehouse Manager are jointly responsible for ensuring customers receive the right products, on time and with minimal issues. Both roles are expected to work collaboratively, proactively resolve operational challenges and contribute to the continuous improvement of business performance.

Following successful completion of your probationary period, additional responsibilities will include opening and securing the premises and supporting the recruitment, training and development of a Customer Service Advisor as the business continues to grow.

Success in this role will be measured not only by excellent customer service, but by your ability to improve operational efficiency, support team development and contribute to the long-term growth and resilience of the business.

Key Responsibilities

Customer Service & Customer Experience

• Manage customer enquiries via telephone, email and in person.
• Deliver a consistently high standard of customer service across all customer touchpoints.
• Resolve customer issues efficiently and professionally.
• Manage escalated customer enquiries and complaints.
• Maintain strong customer relationships and support a positive brand reputation.

Returns & Warranty Management

• Oversee customer returns in line with company policies and procedures.
• Manage warranty claims and supplier communications regarding replacements, repairs and credits.
• Ensure customers are kept informed throughout the returns and warranty process.
• Monitor and improve returns and warranty procedures.

Operational Coordination

• Oversee the day-to-day order management process from order placement through to delivery.
• Liaise with courier companies regarding deliveries, service issues and customer enquiries.
• Work collaboratively with the Warehouse Supervisor to ensure operational efficiency and customer expectations are met.
• Support the resolution of operational issues impacting customer experience.
• Monitor operational performance and identify opportunities for improvement.

Process Improvement & Documentation

• Review and improve customer service and operational workflows.
• Create, maintain and improve customer service and operational procedures.
• Support the implementation of new systems, processes and best practices.
• Contribute to business improvement projects and continuous improvement initiatives.

Team Development

• Support the recruitment, onboarding and training of future customer service team members.
• Assist in developing the Customer Service Advisor role as the business grows.
• Promote a positive, collaborative and customer-focused culture.

Business Support

• Support purchasing administration and product listing activities where required.
• Assist at industry trade shows and events throughout the year.
• Open and secure the premises following successful completion of probation.
• Undertake additional duties as required to support the needs of the business.

Seasonal Business Improvement Projects

During quieter trading periods, support business improvement initiatives including:

• Process optimisation.
• Documentation and procedure development.
• Customer experience improvements.
• Supplier reviews.
• Operational reporting and analysis.
• Continuous improvement projects designed to support future business growth.

About You

We are looking for someone who enjoys taking ownership, solving problems and delivering exceptional customer service.

You will be highly organised, customer-focused and capable of managing multiple priorities in a fast-paced environment. You will be comfortable working independently, making decisions and collaborating closely with colleagues across the business.

The successful candidate will be a practical problem solver who remains calm under pressure, communicates effectively and actively seeks opportunities to improve systems, processes and customer outcomes.

Essential Requirements

• Previous experience in a customer service, customer service management or operational coordination role.
• Excellent verbal and written communication skills.
• Strong organisational skills and attention to detail.
• Ability to manage and prioritise multiple tasks independently.
• Strong customer service and problem-solving skills.
• Good IT skills and confidence using business software systems.
• Ability to work collaboratively as part of a small team.
• Full UK driving licence and access to reliable transport due to our rural location.

Desirable Experience

• Experience managing returns and warranty processes.
• Experience within an e-commerce or online retail environment.
• Experience working closely with warehouse or fulfilment operations.
• Experience implementing process improvements.
• Experience training or supporting team members.
• Experience within the outdoor, leisure, camping or campervan industry.

Why Join Funky Leisure?

This is an excellent opportunity to join an established and growing business where your contribution will be recognised and valued.

You will enjoy a varied role with genuine responsibility, autonomy and the opportunity to help shape the future development of our customer service operation and wider business processes.

We are looking for someone who wants to build a long-term career with the business, develop their skills and become an integral part of our future growth.

Pay: £32,000.00-£35,000.00 per year

Benefits:

• Casual dress
• Company pension
• Employee discount
• Free parking
• Sick pay

Work Location: In person