Customer Service Manager

Eaton Syalon are exclusively partnering with a highly successful and rapidly growing UK business to recruit a Customer Service Manager based in South Derbyshire.

This is an exciting opportunity to join a market leading organisation that has experienced significant growth and continues to invest in its people, technology and customer experience.

This role is ideally suited to candidates based in Swadlincote, Burton upon Trent, Ashby-de-la-Zouch and the surrounding areas.

We are looking for an experienced customer service leader who is passionate about developing people, driving service excellence and creating a high-performing team culture. This role would suit someone currently working as a Customer Service Manager, Customer Support Manager, Contact Centre Manager or Team Manager looking to join a progressive business where they can genuinely make an impact.

Reporting into senior leadership, you will be responsible for leading and developing the customer service function, ensuring customers receive an exceptional experience from initial enquiry through to resolution.

You will focus on coaching your team, improving processes, analysing performance data and working collaboratively with departments across the business to continually enhance service delivery.

• Leading, motivating and developing a customer service team to deliver exceptional service.
• Setting clear objectives, coaching performance and carrying out regular one-to-one meetings and reviews.
• Managing recruitment, onboarding and ongoing development of team members.
• Monitoring KPIs including response times, customer satisfaction and service quality.
• Identifying trends and implementing continuous improvement initiatives.
• Managing complex customer escalations with professionalism and empathy.
• Working closely with Sales, Operations, Logistics and Finance to resolve customer issues efficiently.
• Producing management reports and service performance analysis.
• Supporting employee relations activities including investigations, performance management and wellbeing meetings in partnership with HR.
• Ensuring CRM systems and customer records remain accurate and up to date.

• Previous experience managing a customer service or customer support team.
• A proven ability to coach, motivate and develop high-performing teams.
• Excellent communication and stakeholder management skills.
• Experience with SAP would be advantageous but is not essential.
• Experience using CRM systems together with Microsoft Office.
• Strong analytical skills with experience using customer service KPIs to improve performance.
• The ability to manage multiple priorities within a fast-paced environment.
• A calm, professional approach to handling customer escalations.
• Good commercial awareness and experience driving operational improvements.