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:
- Competitive salary + bonus
- 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