Artemis Human Capital is exclusively partnering with a global FMCG organisation to recruit a Customer Service Manager. This is a key leadership role focused on evolving the customer service function from a reactive, transactional model into a proactive, customer-led operation. The role will enhance service consistency, strengthen customer relationships, and deliver a best-in-class customer experience. It will also establish clear ownership of KPIs, improve feedback mechanisms, drive continuous improvement, and ensure strong alignment between Customer Service and key internal functions including Sales, Operations, Technical, and Finance. This is a strategic leadership position, not a purely administrative management role - designed to elevate service standards, support business growth, and embed a stronger customer-first culture across the organisation. Role Overview The Customer Service Manager will lead, develop, and inspire the Customer Service team to deliver an outstanding end-to-end customer experience. The role ensures accurate and timely order management while driving service excellence through strong leadership, proactive communication, escalation handling, continuous improvement, and effective cross-functional collaboration. Key responsibilities: Lead, coach, and develop the Customer Service team to deliver high performance and a strong customer-focused culture Ensure accurate and timely processing of sales, transfer, and returns orders with strong system and documentation control Act as the primary escalation point for complex customer issues, ensuring effective and timely resolution Define, monitor, and report on KPIs to improve service quality, efficiency, and responsiveness Build strong relationships across Sales, Operations, Production, Technical, and Finance to ensure seamless service delivery Drive ongoing improvements in customer service processes, systems, and feedback loops Candidate Profile Proven experience managing teams within customer service, customer experience, or administrative leadership roles Strong customer-first mindset with experience building and sustaining high-quality service cultures Demonstrated ability to work cross-functionally in operational and commercial environments Strong organisational, communication, and stakeholder management skills Experience managing KPIs, reporting performance, and leading continuous improvement initiatives Confident handling escalations and resolving complex customer issues professionally Proficient in ERP/CRM systems and Microsoft Office Experience in a fast-paced manufacturing or supply-chain environment is advantageous Contact Nicky Strutt