Imperial Recruitment Group are delighted to announce that we are working in partnership with a global engineering business who are recruiting for a Customer Service Manager on a permanent basis. Salary: £35,500 per annum, plus bonus Contract Type: Permanent Location: Stockton Hours: Full Time (Mon – Fri 9am-5pm) Job Purpose The Support Manager leads a high-performing customer excellence team while staying closely connected to operational processes. This dual focus ensures the delivery of exceptional service, continuous skills development within the team, and strong collaboration with leadership to achieve KPIs, operational efficiency, and customer satisfaction. Responsibilities: * Manage daily operations to ensure calls and emails are answered, efficiently, and with the customer’s needs in mind. * Oversee workload balancing, scheduling, and planning to maintain consistent service levels and response times. * Foster close working relationships with our Authority market to ensure open communication and transparency in performance. * Monitor KPI performance whilst attending regular meetings and producing reports for our Authority partners. * Act as the escalation point for customer concerns, ensuring swift resolution and clear communication with all parties involved. * Monitor service KPIs, customer satisfaction metrics, and feedback channels to identify improvement opportunities. ...