Customer Service Manager

We're supporting a well-established manufacturing business in Grantham looking for a Customer Service Team Leader to lead and develop their customer service team of four. This isn't just a management role - it's hands-on, strategic, and rewarding.

You’ll get to know the business inside out, understanding the current workflows in Excel and Sage, and then - BOOM - you’ll map out new processes, improve efficiencies, and train the team on how to do things "the new way".

The team isn’t new - they’ve been there 2-10 years and a lot of what they know is in their heads. Your role is to capture that knowledge, process it, and get everything ready for a new CRM system coming in September 2026.

Day-to-day, you’ll:

• Lead, coach, and develop a team of four experienced customer service professionals
• Do one-to-ones, performance reviews, and hands-on work when required
• Get stuck in with key accounts and customer queries alongside your team
• Implement KPIs, reporting, and improvements to drive performance
• Build processes and training guides to embed new ways of working
• Grow your role as the business grows, with the option to diversify the team in the future

This role comes with autonomy, variety, and real responsibility - you’re not just a manager, you’re a stakeholder in the business as an employee-owned company, so the rewards reflect your impact.

• Proven experience implementing new processes and improving ways of working
• Strong people management skills - confident coaching and developing a team
• A hands-on approach - happy to get involved alongside your team when needed
• Experience with Excel, Sage, or similar systems
• The confidence to take ownership and make decisions

• Monday - Friday (flexible within core business hours)
• Business operates 8:30 - 5:30

Office-based in Grantham.

GRA2