Pennine Recruitment (acting as a Recruitment Agency) are delighted to be recruiting for a Customer Service Manager to join an established business in Leeds on a full time, permanent basis. In this role you will be tasked with leading a small Customer Service team who have a big emphasis on working together and really going the extra mile! As a Customer Service Manager we are looking for someone who can really take hold of the day-to-day management of the Customer Service department (both an internal team as well as an external order processing team) You will build great relationships with our customers and suppliers within the Civil Engineering and Construction sectors to ensure that orders, quotes, and customer requirements are handled accurately and efficiently. Therefore you will be a big part of ensuring the companies continued growth. Key responsibilities include: * Managing the customer service team on a daily basis * Conduct regular team 1-1s and check-ins * Drive high levels of customer satisfaction and service standards across all customer interactions * Ensure customer orders, quotations and amendments are processed accurately and within SLA targets * Manage team workloads, priorities and response times * Support escalation handling and resolve complex customer issues * Oversee team development, training and continuous improvement initiatives * Monitor and manage KPIs * Act as the key point of escalation betwe...