Customer Service Manager

Customer Service Manager, Halifax, up to £40k pa (DOE)

Location:

Halifax (100% Site-Based) Salary:
Up to £40,000 per annum (Dependent on Experience) Position:
Full-Time, Permanent (Newly Created Role) My Client is a long-established, successful and rapidly growing manufacturing business based in Halifax . With a reputation built on quality and reliability, their business is expanding quickly, creating exciting new opportunities within their team . To support this growth, we are seeking a dedicated, hands-on Customer Service Manager to lead their front-line team and elevate their customer experience .

Role Purpose As the Customer Service Manager, you will lead the Customer Service team, ensuring an exceptional customer experience through effective communication and swift issue resolution . This is a fully site-based role where you will champion customer service operational excellence .

Key Responsibilities Customer Management Manage daily customer service operations to ensure seamless delivery . Efficiently handle and resolve customer escalations . Support and nurture key account relationships to drive retention . Ensure timely and accurate communication across all customer touchpoints . Team Leadership Coach, mentor, and develop customer service representatives . Conduct structured monthly team reviews . Maintain and update comprehensive team training plans .

Manage all team personnel needs, including annual leave, performance management, absence tracking, and resource requirements . Lead the resolution of internal non-conformances while driving preventative actions and verification processes . Reporting & Analytics Oversee customer satisfaction reporting . Manage and analyse On-Time, In-Full (OTIF) reporting . Conduct thorough complaints analysis to identify root causes and trends . Monitor team workload and resource distribution to maintain peak efficiency .

Key Performance Indicators (KPIs) Your success in this role will be measured by :
Customer Satisfaction Score (CSAT) Complaint Resolution Time Order Accuracy OTIF (On-Time, In-Full) performance Response Times Training plan completion rates Individual Performance Improvement Plan (PiP) progression Requirements Manufacturing Experience (Mandatory):
Due to the technical nature of our operations, prior experience working within a UK based manufacturing environment is strictly required, preferably in a packaging manufacturing environment. Deep understanding of manufacturing dynamics, including material lead times, factory scheduling, Bill of Materials (BOM), and supply chain constraints. Strong proficiency in utilizing modern ERP/MRP systems and CRM databases for tracking complex, high-volume orders.

Candidates without manufacturing sector experience will not be shortlisted. Outstanding People Skills - The ability to build successful relationships throughout the business, as well as with customers, is crucial to the success of this role. Tact and diplomacy will be highly utilised skills. A bull in a china shop approach will not succeed. A resilient, solutions-focused leader who can stay calm under pressure and balance customer expectations with manufacturing capabilities is required.

100% Site-Based:
This position requires being entirely on-site to ensure close collaboration with production and the customer service team; there is currently no work-from-home (WFH) flexibility . Leadership

Experience:

Proven track record of managing, developing, and reviewing a customer-facing team . Analytical

Skills:

Comfortable working with data, managing KPIs, and generating operational reports (OTIF, CSAT, etc.) Excel usage will be required. Problem-Solving Mindset:
Experience handling internal non-conformances and implementing long-term preventative actions . Exceptional written and verbal communication skills, with the commercial acumen required to negotiate and resolve complex client disputes. Customer Service Manager, Halifax, up to £40k pa (DOE) Grosvenor Talent is committed to promoting equality, diversity and inclusion. We welcome applications from all suitably qualified individuals, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality and ethnic or national origin), religion or belief, sex or sexual orientation.

We are committed to ensuring that no applicant or employee is treated less favourably on the basis of a protected characteristic as defined under the Equality Act 2010. If you require reasonable adjustments during the recruitment process, please let us know and we will be happy to support you. Grosvenor Talent operates as both an Employment Agency and Employment Business in accordance with applicable legislation.