Job Title: Customer Service Manager
Location: Leeds, LS16 (Horsforth)
Salary: £35,000- £40,000 (DOE)
Role Overview
Lead and manage customer service and order processing functions to ensure a high-quality customer experience, accurate order handling and efficient day-to-day operations. The role focuses on team leadership, performance management and continuous improvement across service and operational processes.
Key Responsibilities
Lead and develop customer service and order processing teams (including offshore)
Ensure high service standards, timely responses and effective issue resolution
Oversee accurate and efficient order and quote processing
Manage KPIs, team performance and continuous improvement initiatives
Act as escalation point across customer service, sales and operations
Drive process efficiency, communication and cross-team alignmentKey Requirements
Experience managing customer service or operational teams
Strong leadership, communication and organisational skills
Ability to manage high workloads and competing priorities
Customer-focused with strong problem-solving ability
Experience with CRM/order systems (offshore exposure beneficial)Key KPIs
Response times and service levels
Customer satisfaction (e.g. NPS)
Order accuracy and efficiency
Team performance and engagement
Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age