Office Manager – Westerham (Full‑time)

About the role

We are seeking an experienced Office Manager to lead our Westerham office for a leading eCommerce retailer. You will be responsible for the smooth day‑to‑day operation of the office and for developing a high‑performing customer service team.

Key responsibilities

• Manage the day‑to‑day running of the Westerham office.
• Lead, support and develop the UK customer service and office team.
• Coordinate with outsourced customer service colleagues in the Philippines and the Netherlands.
• Allocate workloads, monitor performance and conduct regular reviews and team meetings.
• Recruit, onboard and train new office and customer service staff.
• Handle staff attendance, holidays and general personnel administration.
• Establish and maintain office procedures, working practices and filing systems.
• Ensure customer enquiries, complaints, returns and escalated issues are handled promptly and professionally.
• Develop and monitor customer service standards, KPIs and identify efficiency improvements.
• Maintain office supplies, equipment, facilities and liaise with suppliers, contractors and service providers.
• Review office‑related costs and invoices.
• Support senior management with reports, projects and general administration.
• Coordinate with warehouse, finance, logistics and marketplace teams.
• Use technology and automation to reduce manual administration.
• Ensure compliance with company policies, health and safety requirements and monitor customer reviews.

Required profile

• Previous experience as an Office Manager, Customer Service Manager or similar supervisory role.
• Experience managing and developing a small team.
• Strong organisational, time‑management and communication skills.
• Excellent attention to detail and a hands‑on approach.
• Professional confidence when handling complaints and escalations.
• Practical, commercially‑minded attitude with the ability to make decisions and hold people accountable.
• Ability to work independently and use initiative.
• Experience supporting HR administration is advantageous.

Required skills

• Microsoft Office

What we offer

• 22 days of annual leave plus bank holidays.
• Private onsite parking.
• Opportunity to shape how the established office operates.
• A varied role within a growing UK eCommerce business.