Customer Service Front Office Manager

Customer Service Front Office Manager 

In this role, you will coordinate and support a medium-sized team to deliver outstanding customer service. You’ll help foster a collaborative and customer-focused culture, ensuring our Front Office provides consistent, high-quality support in line with our company standards and values.

Key Responsibilities

• Lead daily operations and support your team in delivering excellent service

• Set and monitor team goals (daily, weekly, monthly)

• Collaborate with the UK Centre of Expertise on service KPIs

• Plan team workloads and optimize use of tools and tech

• Prioritize tasks and ensure resources are aligned to business needs

• Foster engagement and support team development through coaching

• Handle complex customer issues and maintain strong relationships

• Ensure SLA and KPI compliance through best practices

• Review and improve internal processes with a continuous improvement mindset

How I make a difference in this role 

The Customer Front Office Manager drives a high-performing and motivated team, ensuring excellent service delivery and strong customer relationships. By aligning operations with business goals and fostering continuous improvement, they contribute to a measurable and lasting impact.

What We’re Looking For

• 5+ years' experience in team management, ideally in Customer Service

• Strong leadership, customer focus, and problem-solving skills

• Fluent in English; confident with MS Office (especially Excel)

• Familiar with KPIs, process optimization, and project coordination

• Analytical mindset and experience in B2B or international environments

About RS Group 

Across the industrial design, manufacturing and maintenance worlds, we’re the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses.

We provide global access to an unrivalled range of over 800,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customer’s challenges across design, procurement, inventory and maintenance. We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience.

 We are one team. We deliver brilliantly. We do the right thing. We make every day better.

These are our values. They unite our c.9,000 global colleagues and differentiate us from our competition. They are a mix of how we work today and how we must step up for the future. Most importantly, it is one set of values shaped by our people, for our people.

Together, we can make great things happen. Aim for amazing and beyond!

Location:Sesto San Giovanni (MI) - Hybrid working pattern