Join a fast-growing tool hire company with 30% year-on-year growth and ambitious plans for the future. Supplying M&E, fire protection, and interior fitout contractors across London and major UK cities, this is an exciting opportunity to make a real impact. Were looking for an experienced and proactive Customer Service Manager to lead the customer team, inject energy into the service, and make sure every enquiry is answered, and every opportunity maximised. Youll coach and inspire the team to deliver outstanding service, convert enquiries into sales, and help drive profitability. This is a visible, high-impact role where youll have the chance to shape the customer strategy and build a high-performing team. In return, youll join a supportive leadership team that values ambition, innovation, and results. They offer a competitive package and the chance to grow as the business continues its expansion. What we need from you: Proven leader with a sales mindset, able to inspire teams and deliver results Skilled in customer experience, service excellence, and driving performance in fast-paced environments Energetic, resilient, and proactive, with strong influencing and communication skills Professional yet personable, detail-focused, and committed to continuous improvement Honest, reliable, and tech-savvy (CRM/IT) Desirable: Experience in SME environments where versatility and ownership are key What the role involves: Reporting to the Operations Director, your duties include but are not limited to: Working across 2 sites Cambridge and Bedford Develop and execute the companys customer experience strategy, fully aligned with the business strategy, values, and growth ambition Lead with a commercial mindset: instil a culture of turning every enquiry into an order and maximising account profitability without compromising experience Inspire, coach, and drive the team to be fast, responsive, and proactive ensuring no enquiry is left un-followed and every interaction adds value Implement the best aspects of B2C customer experiences into companys B2B model ensuring personality, warmth, and energy are injected into every process Ensure all customer touchpoints (phone, email, online portals, website) are consistently engaging, professional, and compelling Working with internal teams to ensure that all customer touchpoints deliver consistently high standards of service Spot and act on opportunities to differentiate company through details that elevate a good service into a great experience Actively monitor, measure, and improve the teams sales activity, response rates/times, follow-up rates, conversion ratios and customer satisfaction metrics Salary: £57,500 - £62,500 per year, depending on experience. Hours: Working full time Monday to Friday 8am 5pm. Benefits: Company pension scheme Professional development budget Access to Bupa EAP GBS: an all-company profit-sharing bonus scheme Gym membership 25 days holiday bank holidays Opportunity for career development and progression Please apply now!