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Genuine Parts Company Logo Genuine Parts Company · Customer Service

E-commerce Customer Service Manager

United Kingdom, Rotherham · Job Posted February 21, 2026
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Job Description

Are you passionate about delivering exceptional customer experiences? Do you have a knack for leading teams to success? We’re looking for a dynamic and driven Customer Service Manager to join our E-Commerce team in Rotherham! This is your chance to make a real impact by leading a dedicated team of Customer Service Advisors, ensuring that every interaction reflects our commitment to excellence. If you thrive in a fast-paced environment and have a strong background in team management, this could be the perfect role for you!

Job Responsibility

  • Lead and Inspire the Team: Motivate and manage the customer service team to consistently deliver exceptional service and meet company objectives
  • Shift Leadership: Lead shifts, ensuring that service levels are consistently met and that the team is aligned with daily goals
  • Team Development: Oversee the training and ongoing development of team members, ensuring they have the skills and knowledge to excel
  • Customer Satisfaction: Handle escalated queries and complaints, turning challenges into opportunities for positive outcomes
  • Performance Monitoring: Track team performance, monitor key metrics, and implement improvement plans where necessary
  • Continuous Improvement: Identify trends, conduct root cause analysis, and suggest enhancements to processes for better efficiency and customer satisfaction
  • Quality Assurance: Regularly review individual customer interactions, ensuring high standards are maintained across all communication channels
  • Data Analysis: Generate and analyse reports to support decision-making and drive performance improvements
  • Expert Support: Serve as the go-to expert for all customer service-related queries, providing guidance and support to your team
  • Process Development: Create and refine processes that boost the overall performance and efficiency of the customer service team
  • Working across multiple sites: Your team will be based in Rotherham and in our Wales office located in Bodelwyddan, so regular visits will be required to complete 121’s and other meetings

Requirements

  • Leadership Experience: managed a team before and know how to keep them motivated, engaged, and aligned with company goals
  • Communication Skills: strong communicator, able to manage expectations, handle challenging conversations with professionalism and empathy
  • Decision-Making Ability: can make quick, confident decisions in a fast-moving environment, ensuring that any issues are resolved swiftly and effectively
  • Analytical Mindset: detail-oriented and enjoy analysing data to find areas for improvement, always looking for ways to enhance efficiency and service quality

What we offer

  • A relaxed, professional working environment in a light, modern and clean office space
  • Staff discount available across our full range of products
  • Full access to our rewards system, exclusive discounts and general rewards
  • Free onsite parking available 7-days a week, with a bike rack for the cyclists among you!
  • Company pension scheme
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