Job vacancy - Customer Service Manager
Position: Customer Service Manager
Reference: AMacs1696
Location: West Drayton
Salary: £50,000 - £60,000 per annum
Customer Service Manager - Aerospace Industry
Working hours: Mon-Fri, 40 hrs/week
Reports to: Group Head of Trade Compliance & QHSE
This is a fantastic opportunity for an experienced Customer Service Manager to join a leading organisation in the aerospace sector. You'll lead and evolve the customer service function to deliver a best-in-class experience for global clients. This role is ideal for someone who's hands-on, strategic, and passionate about service excellence.
Key Responsibilities:
1. Lead, mentor, and develop customer-facing teams to exceed performance goals.
2. Drive and implement customer service policies, procedures, and KPIs.
3. Handle escalated customer issues and drive resolution.
4. Monitor performance through metrics (e.g. satisfaction scores, resolution times).
5. Design and deliver training and coaching across customer service and management teams.
6. Collaborate cross-functionally with sales, operations, and logistics to ensure a seamless customer journey.
7. Gather and use customer feedback to drive continuous improvement.
8. Present insights and performance data to senior leadership.
What We're Looking For:
9. Proven track record in leading customer service teams.
10. Experience in process improvement and customer experience strategy.
11. Strong communication, relationship-building, and stakeholder management skills.
12. Confident in delivering training and presenting to internal and external audiences.
13. Proficient in CRM tools (e.g. Salesforce) and Microsoft Office Suite.
14. Analytical mindset - able to interpret data and make actionable recommendations.
15. Experience in or passion for the aerospace or similar high-tech industries.
16. Flexible and open to occasional global travel.
17. Multilingual skills are a plus.
ACS are recruiting for a Customer Service Manager. If you feel that you have the skills and experience required in this advertisement to be a Customer Service Managersubmit your CV including an outline of your experience as a Customer Service Manager. It is always a good idea to include a covering letter outlining your experience as a Customer Service Manager with your application as this will enhance your chances of selection and improve your prospects of landing the Customer Service Managerrole you desire.
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