Customer Services Manager

Closing date for applications: 31 Jan 2026
Salary:
Upto £60K based on experience

Location:

Porvair Filtration Group, Segensworth, Fareham Customer Services Manager
Upto £60K per annum based on experience

Main purpose of job role:

Responsible for leadership and management of the customer service function – coordination, training, facilitation and execution of customer-facing activities, liaison with stakeholders and continuous improvement projects. To create a learning culture; a continuous improvement environment to drive growth in customer experience and support performance gains across Safety, Quality, Delivery, Cost and People.

Maim

Duties and Responsibilities:

Leadership

• Ensure safe working practices and conditions exist within the customer service environment
• Prioritise resources to ensure that business goals are met
• Manage team development through clear training plans and objectives
• Performance manage team
• Active participation and promotion of daily Tiered Accountability for escalation and support
• Monitor and report key performance metrics to team and site leadership
• Enable and leverage continuous improvement initiatives with support functions to drive performance gains
• Ensure trained resource is available to meet workload and regularly assess workforce competencies
• Provide day-to-day management of the team, including attendance and performance oversight
• Prepare team budgets and manage costs in line with these

Safety and Environmental

• Ensure compliance with all Health, Safety and Environmental policies and procedures
• Maintain and complete process risk assessments
• Promote safe working practice and support environmental initiatives

Quality

• Monitor and communicate customer satisfaction detractors to drive optimised business performance
• Ensure adherence to AS9100 and customer specific quality requirements
• Contribute to FAIR process ensuring customer prioritisation is defined and incorporated
• Promote RCCA methodology – leads/participates in investigations driving rapid resolution of deviations
• Support warranty/returns management processes including coordination of RMA and reverse logistics
• Support statutory, customer, regulatory and corporate reporting requirements as necessary
• Support internal audit plan, conducting duties effectively and addressing non-conformity observations timely

Delivery

• Maintain accurate forecasts and data hygiene in demand signal
• Deliver robust commercial and administrative management of customer accounts
• Act as a primary point of contact and chair for customer issues, ensuring timely resolution
• Coordinate site response and communication to customer enquiry, escalation and resolution
• Collaborate with supply chain and production – drive proactive action to mitigate risks to On-Time-Delivery (OTD)
• Participate/lead customer business reviews locally and remotely as necessary
• Support Sales, Inventory and Operations Planning (SIOP) process to ensure manufacturing capability is aligned to forecasted business deman

Cost

• Champion and execute rigorous repeat sales quotation review process to appropriately inform commercial approval process. Quantifiable business exposure and risk consideration is assessed and analysed
• Manage demand flexibility, change restrictions and associated liabilities to optimise business performance
• Support development and negotiation of contractual terms and drive adherence by all parties
• Collaborate with stakeholders to define minimum order quantities (MOQ), pricing structure and associated terms to fairly derive maximum value for PFG
• Partner with PFG Business Development (BD) to strengthen customer relationships and develop new business opportunity pipeline
• Promote invoicing control discipline, influencing stakeholders and supporting financial risk management e.g. aged debt
• Promote system and technology development to drive efficacy in account management e.g. portals, CRM
• Pursue efficiency improvements and cost control initiatives to reduce operational costs

Other Duties

• Support and drive company initiatives to reinforce our Company Values
• Perform other tasks as required

Essential

Qualifications:

• Lean Six Sigma Yellow Belt
• Level 3 Diploma in Customer Service (City & Guilds/RQF)
• Degree or equivalent…