Customer Service Manager
Pimlico Banks Recruitment are working with a respected UK business seeking an experienced Customer Service Manager to lead a small, high-performing team supporting customers, sales, and operational delivery.
This is a hands-on leadership role where you will manage day-to-day service operations, oversee the CRM system, and ensure customers receive a consistently excellent experience.
Role Overview As Customer Service Manager, you will lead a team - covering sales support, order processing, and customer relationship management. Youll act as the main escalation point for customer issues and work closely with internal departments to maintain high service standards. Key Responsibilities:
Lead, coach and develop a team of customer service professionals
Manage all incoming customer queries, orders and after-sales requests
Oversee and maintain the company CRM to ensure data accuracy and workflow efficiency
Handle customer escalations and complex problem resolution
Collaborate with sales, operations and finance to deliver a seamless customer experience
Track and report on service metrics such as SLAs, response times and satisfaction levels
Drive process improvements to enhance team performance and service quality
Support sales support functions to enable smooth order flow and client communication
About You Y ou will be an experienced Customer Service Manager, Customer Services Manager, or Sales Support Manager with a strong background in B2B customer operations. Youll bring a balance of leadership, commercial awareness and customer focus. Essential skills and experience:
Proven experience leading a customer service or sales support team
Strong understanding of CRM systems (Salesforce, HubSpot or similar)
Excellent communication and stakeholder management skills
Ability to manage customer escalations calmly and effectively
Strong organisational and analytical skills
Experience working cross-functionally with sales, logistics and finance
Whats on Offer Hybrid working pattern (4 office and 1 home initially then 3/2)
25 days holiday plus bank holidays
EV Salary Sacrifice Scheme
Company Pension
Private healthcare or wellbeing support
Ongoing professional development opportunities
Why Apply? This is an exciting opportunity to take ownership of a key function within a growing, forward-thinking business. Youll have the autonomy to improve systems, processes and customer experience while leading a capable and motivated team. If you are an experienced Customer Service Manager, Customer Services Manager, or Sales Support professional looking for a rewarding leadership role, apply now for immediate consideration.
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