Are you a passionate leader who thrives on delivering outstanding customer experiences and driving operational excellence? We’re looking for a dynamic Customer Services Manager to lead a high-performing team and shape the future of customer engagement within a fast-paced environment.
On offer:
* Salary is £45,000 - £60,000 depending on experience
* 25 days + bank holidays
* Enhanced company pension
* Excellent learning and development opportunities
The Opportunity
This role offers the chance to take ownership of a customer services function, enhancing performance, strengthening relationships, and leading transformational change. You’ll play a key role in improving processes, developing people, and ensuring customers receive a consistently exceptional service.
What You’ll Be Doing
* Lead, coach, and develop a customer services team, fostering a culture of accountability and continuous improvement
* Act as the primary escalation point for customer and internal queries, ensuring swift and effective resolution
* Drive service transformation initiatives, introducing smarter and more efficient ways of working
* Collaborate closely with internal teams including Supply Chain, Production, and Commercial functions
* Oversee export processes and documentation, ensuring compliance and readiness for audits
* Manage onboarding, training, and ongoing development to build a multi-skilled, high-performing team
* Maintain and improve systems and data accuracy across CRM and order processes
* Monitor budgets and identify opportunities to improve efficiency and add value
* Develop and track KPIs, providing insights and performance updates to leadership
* Support customer account management alongside commercial and finance teams
* Ensure smooth processing of customer orders from receipt through to delivery
* Analyse feedback and performance data to identify trends and enhance service delivery
* Represent the business in customer meetings and visits, strengthening long-term partnerships
* Champion a customer-first culture, ensuring the voice of the customer is heard across the organisation
What We’re Looking For
* Proven leadership experience within customer service, supply chain, or a similar environment
* Strong understanding of order-to-cash processes and customer experience principles
* Experience driving change and implementing new processes or systems
* Excellent communication and stakeholder management skills
* Analytical mindset with strong attention to detail
* Ability to motivate and inspire teams to deliver high performance
* Experience with CRM systems and data management
* Knowledge of export processes and compliance requirements
* Resilient, adaptable, and comfortable working in a fast-moving environment
* Willingness to travel for customer engagement when required