Outbound Operations and Customer Service Manager

About the role

We are seeking an Outbound Operations and Customer Service Manager to lead the end‑to‑end order fulfilment process for a fast‑growing, purpose‑driven consumer‑goods brand. The role is a 12‑month fixed‑term maternity cover, based in London Bridge with a hybrid working pattern.

Key responsibilities

• Manage the complete customer order lifecycle from receipt to delivery, ensuring accuracy and timeliness.
• Own and operate Gorgias, handling all customer enquiries in line with brand values.
• Monitor and report on customer service performance, response times and satisfaction metrics.
• Maintain and optimise Gorgias workflows, automations and reporting.
• Liaise daily with third‑party warehouse to guarantee orders are picked, packed and dispatched on schedule.
• Resolve any fulfilment or delivery issues proactively.
• Manage retailer portals and communicate order‑related information to customers.
• Collaborate with Commercial, Demand Planning and Finance teams to align stock availability, promotions and financial processes.

Required profile

• Proven experience in operations or order fulfilment within a consumer‑goods or retail environment.
• Strong analytical mindset with ability to interpret customer feedback and drive improvements.
• Excellent communication and relationship‑building skills across internal and external stakeholders.
• Ability to work autonomously in a fast‑paced, hybrid setting.

Required skills

• Gorgias (customer service platform)

What we offer

• Competitive salary £35,000‑£40,000 per annum.
• Hybrid working model (2 days office, 3 days remote).
• Opportunity to contribute to an environmentally friendly product range.
• Supportive, close‑knit team culture.