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Overview
International Customer Service Manager | Location: Gravesend, Kent (Hybrid, with regular international travel) | Contract: Full-time, Permanent | Working Hours: Monday to Friday, 8:30am – 5:30pm
An exciting opportunity has arisen for an experienced International & Export Customer Service Manager to join a well-established and fast-paced business with operations across Europe, Asia, and the UK. This role is based at the company’s European head office in Gravesend and offers the chance to lead multilingual customer service teams across the UK, France, and Spain.
This is a high-impact leadership role requiring travel to regional offices on a rolling 4-week basis, with a focus on standardising service operations, improving customer experience, and driving efficiency across international teams.
Key Responsibilities
* Manage, support, and develop customer service teams based in the UK, France, and Spain.
* Ensure consistent delivery of high-quality customer support and sales service across all markets.
* Travel to international offices (France and Spain) on a 4-week rotation to provide in-person leadership and oversight.
* Review, improve, and standardise customer service processes across all locations.
* Deliver operational efficiencies through process redesign and automation opportunities.
* Set and monitor KPIs and performance metrics at both team and individual levels.
* Identify training needs and provide ongoing coaching and development support.
* Manage workload distribution and resource planning across countries and teams.
* Lead initiatives to resolve customer issues, identify root causes, and implement preventative actions.
* Oversee and report on service performance dashboards including OTIF and customer satisfaction.
* Deputise for the Group Customer Service Manager when required.
* Fluency in French and Spanish is essential.
* Additional fluency in Portuguese is advantageous but not essential.
* Previous experience in a senior customer service leadership role.
* Strong people management skills with the ability to lead, coach, and develop teams remotely and on-site.
* Track record of improving processes and delivering measurable service improvements.
* Excellent communication and interpersonal skills.
* Highly organised with the ability to work under pressure in a fast-paced, evolving environment.
* Strong analytical mindset and confidence working with data to drive performance insights.
* Proficiency in Microsoft Office (particularly Excel, Word, and Outlook).
* Experience handling complaints and delivering resolutions.
* Experience managing multi-country service operations.
* Background in automotive, industrial, or logistics-related sectors.
* Knowledge of SAP and Salesforce systems.
What’s on Offer
* A permanent leadership position within a growing international business.
* Competitive salary and benefits package.
* Hybrid working model with the opportunity to travel internationally.
* Dynamic, multicultural working environment with long-term career prospects.
Qualifications and Requirements
* Senior customer service leadership experience.
* Ability to lead, coach, and develop teams across multiple countries and sites.
* Experience driving process improvements and KPI management.
* Strong communication, analytical, and stakeholder management skills.
* Proficiency in Microsoft Office and familiarity with relevant systems (e.g., SAP, Salesforce).
This role would suit a confident, multilingual service leader looking to take on a strategic and hands-on position within a global operation. If you're ready to step into a high-responsibility, multi-market role, we’d love to hear from you.
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