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Customer Experience & Service Manager
Location: North East England (on-site)
Salary: £35,000 – £40,000 + performance bonus
Full-time | Permanent
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This is not a typical customer service role — you’ll be responsible for building and improving a key function within a growing business.
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About Us
Funky Chunky Furniture is a growing UK furniture manufacturer and eCommerce brand, focused on high-quality craftsmanship and a strong customer experience.
We’re building a more structured, scalable business — and customer experience is central to that.
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The Role
We’re looking for a Customer Experience & Service Manager to take full ownership of our customer service function.
This is not just about answering queries — it’s about building a high-performing team, improving systems, and making customer experience a real strength of the business.
You’ll work closely with operations, production, and leadership to improve how we communicate, deliver, and support our customers.
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What You’ll Be Responsible For
Team Leadership
• Lead, manage, and develop a small customer service team
• Ensure strong performance, accountability, and coverage
• Train and support team members to deliver excellent service
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Customer Experience Ownership
• Own all customer communication across email, phone, chat, and social
• Ensure fast, clear, and effective resolution of issues
• Handle escalated and complex cases
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Performance & Improvement
• Track and improve KPIs (response time, resolution time, customer satisfaction)
• Use data to identify issues and drive improvements
• Reduce repeat problems by fixing root causes
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Systems & AI
• Own and improve CRM processes and workflows
• Manage chatbot/AI tools and continuously improve performance
• Ensure systems support efficiency and scalability
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Customer Insight
• Analyse reviews, complaints, and feedback
• Identify trends and recurring issues
• Feed insight into production, dispatch, and marketing
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Cross-Team Working
• Work closely with production and dispatch to solve issues at source
• Improve communication between departments
• Help create a smooth end-to-end customer journey
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What We’re Looking For
• Experience managing or leading a customer service team
• Strong organisational and leadership skills
• Comfortable using CRM systems and performance data
• A proactive, solution-focused mindset
• Someone who improves systems — not just manages workload
• Clear communicator across teams
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Additional experience that would be beneficial:
• Experience in eCommerce or manufacturing
• Experience with AI/chatbots or automation
• Experience improving or scaling a customer service function
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What We Offer
• Competitive salary (£35,000 – £40,000) + performance bonus
• Full-time role (40 hours per week, with flexibility to agree reduced hours if required – pro rata salary and holidays)
• Working hours typically 8:00am – 4:30pm, Monday to Friday
• 28 days holiday (including bank holidays), with additional holiday awarded for length of service
• Flexible working options, including up to 20% working from home after initial training period
• Genuine ownership of your role, with autonomy to improve systems and processes
• Opportunity to grow and develop the role as the business scales
• Exposure to systems, AI, and continuous improvement across the business
• Join a stable, growing business with a strong focus on quality and customer experience
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Who This Role Is For
Someone who:
• Wants ownership, not just a job
• Enjoys improving systems and processes
• Takes responsibility for outcomes, not just tasks
• Is comfortable working across teams to solve problems
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Who This Role Is Not For
• Someone looking for a purely reactive customer service role
• Someone who prefers strict structure with little change
• Someone who does not want accountability for performance
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What Success Looks Like
• Faster response and resolution times
• Improved customer satisfaction and reviews
• Fewer repeat issues and complaints
• A well-structured, high-performing team
• Clear insight into customer trends
• A customer service function that supports business growth
