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 alignment
Key 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.
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