Customer Service Executive (Team Lead / Manager Level)
Full Time | Permanent | Hayes, Middlesex
We’re recruiting a Customer Service Executive (Team Lead / Manager level) to join a growing manufacturing business and take ownership of key customer relationships while leading a small customer service team.
This role combines hands-on customer engagement with team leadership and process ownership. You’ll be responsible for ensuring a high standard of service delivery, driving continuous improvement, and acting as a senior point of contact for customers and internal stakeholders.
An engineering or aerospace background is desirable but not essential. Strong customer management, leadership capability, and experience within a fast-paced environment are far more important.
The Role
You’ll lead a small team of customer service professionals while managing customer accounts end-to-end. The position suits someone who enjoys accountability, is comfortable working autonomously, and can balance operational delivery with longer-term improvement initiatives.
Key Responsibilities
* Lead and manage a small customer service team, providing guidance, structure, and development
* Own customer relationships across a defined account base
* Manage customer order books, contract reviews, and sales order approvals
* Oversee customer scorecards and lead improvement actions with cross-functional teams
* Act as the escalation point for customer queries and issues
* Lead customer meetings, including senior-level reviews when required
* Identify new opportunities through regular customer engagement and touchpoints
* Drive standard customer service processes and best practice across the team
Experience & Skills
* Proven experience in a customer service, customer operations, or account management role
* Previous experience leading or supervising a small team
* Strong relationship-building and communication skills
* Comfortable working in a fast-moving, growing organisation
* Confident user of MS Excel and ERP systems (SAP desirable)
* Organised, analytical, and detail-focused
* Manufacturing, engineering, or aerospace experience is beneficial but not essential
Working Hours
* Monday to Friday
* 37.5 hours per week (8:30am – 4:30pm)
Benefits
* Competitive salary dependent on experience
* 23 days annual leave plus bank holidays
* Pension scheme
* Bonus linked to company performance
* Flexible, supportive working environment
* Enhanced family benefits
* Health and life assurance benefits