Job Title: Deputy Customer Service Manager
Location: Westcolour Roche
Department: Customer Services, Planning & Commercial Pricing
Reporting To: Customer Service Manager
Job Type: Full Time (Monday–Friday, 9am–5pm)
Role Overview
As Deputy Customer Service Manager, you will play a pivotal, hands-on role in managing a portfolio of client accounts and leading the Customer Service & Planning team. You'll be responsible for ensuring seamless workflow coordination across departments, maintaining high standards of customer satisfaction, and driving continuous improvement in service delivery. This is a leadership role that combines strategic oversight with day-to-day operational involvement.
Key Responsibilities
Client & Account Management
* Act as a primary point of contact for a portfolio of clients, managing communications, expectations, and project delivery.
* Attend client meetings, including visits and service reviews, to strengthen relationships and ensure satisfaction.
* Provide proactive advice and solutions to clients, balancing their needs with operational capabilities.
* Develop and maintain service level agreements and supporting documentation.
Team Leadership & Workflow Coordination
* Support the Customer Service Manager in leading and mentoring the Customer Service & Planning team.
* Delegate tasks and projects effectively, ensuring balanced workloads and clear accountability.
* Guide team members in handling complex client requests and internal processes.
* Organise and deliver team training, updates, and performance reviews.
* Step in to cover for the Customer Service Manager and other account managers during absences.
Operational Excellence
* Ensure clear communication of client requirements and changes across departments.
* Monitor and improve internal workflows to enhance efficiency and interdepartmental collaboration.
* Oversee the raising and resolution of NCRs (non-conformance reports), promoting a culture of continuous improvement.
* Collaborate with planning and production teams to meet deadlines and optimise scheduling.
Commercial & Strategic Support
* Assist in setting and reviewing customer pricing, ensuring accuracy in order confirmations and invoicing.
* Conduct regular invoice checks to maximise revenue and identify discrepancies.
* Understand and contribute to the quoting and estimation process, including supplier pricing and negotiations.
* Support procurement of wrap materials, packaging, and warehouse stock in line with client needs.
Quality, Compliance & Projects
* Champion ISO standards, including Quality, Environmental, and Health & Safety compliance.
* Lead or participate in cross-functional project teams focused on business improvements and innovation.
* Track project outcomes and measure impact against defined targets.
Skills & Experience
Essential Skills
* Proven experience in client account management and workflow coordination.
* Strong leadership and team management capabilities.
* Excellent communication skills—verbal and written.
* Highly organised with strong time management and multitasking abilities.
* Proactive problem-solving mindset with a focus on customer and business benefit.
* Competent in Microsoft Office and general IT systems.
Desirable Attributes
* Experience in print and mailing production or a related industry.
* Familiarity with commercial pricing and supplier negotiations.
* Understanding of ISO standards and compliance frameworks.
* Positive, professional attitude with a commitment to high standards.
Why Join Westcolour?
This is a dynamic opportunity to take ownership of client relationships while shaping the performance and development of a key operational team. You'll be part of a forward-thinking business that values initiative, collaboration, and continuous improvement.
Job Types: Full-time, Permanent
Pay: £26,000.00-£27,500.00 per year
Work Location: In person