Customer Services Manager; Part Time

Our client, a small, well-established and growing specialist marketing business serving a niche industry sector, is investing in the next phase of a proven customer enquiry and appointment-setting service. Due to increased demand, we are recruiting a Customer Services Manager to take ownership of this function.

This is a specialist, multi-client role, acting as the first point of contact for new customer enquiries generated by marketing campaigns on behalf of multiple clients across the UK.

You will manage early-stage customer enquiries, combining excellent customer service with a soft, consultative sales approach to qualify prospects and secure initial consultation (“Discovery Session”) appointments.

This role offers genuine scope to grow as the service scales.

• Respond promptly to new enquiries (ideally within one hour, always within 24 hours)
• Nurture prospects across phone, email, and SMS/Whats App using a defined process
• Deliver a professional, personable, and persuasive customer experience
• Qualify leads by location, project stage, and budget (typically £20k+)
• Book and confirm Discovery Session appointments with client showrooms
• Maintain accurate CRM records and follow agreed processes
• Develop strong working knowledge of each client’s offering and customer journey

We're looking for a confident, personable communicator. You'll be comfortable balancing customer care with commercial outcomes, and you'll be consultative by nature. You'll also be super organised and process-driven. Full product knowledge and methodology training will be provided!

• Sales or appointment-setting experience is beneficial but not essential
• Experience in a marketing agency would be advantageous
• CRM experience highly desirable
• Excellent attention to detail and a good level of IT literacy

This role is available initially on a part-time basis (c. 20 hours per week), with scope for the role to increase in hours and responsibilities in the future!

• Salary £26.5k (FTE)
• 20 hours per week, ideally spread over 4-5 days
• Hybrid, with a minimum of 60% of your time spent in the office with the team.
• Increased responsibility as the service grows
• Senior or lead positions within the function
• Broader client-facing or consultative roles