Customer Service Executive (Team Lead / Manager Level)
Full Time | Permanent | Hayes, Middlesex
We’re recruiting a Customer Service Executive (Team Lead / Manager level) to join a growing manufacturing business and take ownership of key customer relationships while leading a small customer service team.
This role combines hands-on customer engagement with team leadership and process ownership. You’ll be responsible for ensuring a high standard of service delivery, driving continuous improvement, and acting as a senior point of contact for customers and internal stakeholders.
An engineering or aerospace background is desirable but not essential. Strong customer management, leadership capability, and experience within a fast-paced environment are far more important.
The Role
You’ll lead a small team of customer service professionals while managing customer accounts end-to-end. The position suits someone who enjoys accountability, is comfortable working autonomously, and can balance operational delivery with longer-term improvement initiatives.
Key Responsibilities
Lead and manage a small customer service team, providing guidance, structure, and development
Own customer relationships across a defined account base
Manage customer order books, contract reviews, and sales order approvals
Oversee customer scorecards and lead improvement actions with cross-functional teams
Act as the escalation point for customer queries and issues
Lead customer meetings, including senior-level reviews when required
Identify new opportunities through regular customer engagement and touchpoints
Drive standard customer service processes and best practice across the team
Experience & Skills
Proven experience in a customer service, customer operations, or account management role
Previous experience leading or supervising a small team
Strong relationship-building and communication skills
Comfortable working in a fast-moving, growing organisation
Confident user of MS Excel and ERP systems (SAP desirable)
Organised, analytical, and detail-focused
Manufacturing, engineering, or aerospace experience is beneficial but not essential
Working Hours
Monday to Friday
37.5 hours per week (8:30am – 4:30pm)
Benefits
Competitive salary dependent on experience
23 days annual leave plus bank holidays
Pension scheme
Bonus linked to company performance
Flexible, supportive working environment
Enhanced family benefits
Health and life assurance benefits