Customer Service Executive; Team Lead​/Manager level

Position: Customer Service Executive (Team Lead / Manager level)
Customer Service Executive (Team Lead / Manager Level)

Full Time | Permanent | Hayes, Middlesex

We’re recruiting a Customer Service Executive (Team Lead / Manager level) to join a growing manufacturing business and take ownership of key customer relationships while leading a small customer service team.

This role combines hands-on customer engagement with team leadership and process ownership. You’ll be responsible for ensuring a high standard of service delivery, driving continuous improvement, and acting as a senior point of contact for customers and internal stakeholders.

An engineering or aerospace background is desirable but not essential. Strong customer management, leadership capability, and experience within a fast-paced environment are far more important.

The Role

You’ll lead a small team of customer service professionals while managing customer accounts end-to-end. The position suits someone who enjoys accountability, is comfortable working autonomously, and can balance operational delivery with longer-term improvement initiatives.

Key Responsibilities

Lead and manage a small customer service team, providing guidance, structure, and development

Own customer relationships across a defined account base

Manage customer order books, contract reviews, and sales order approvals

Oversee customer scorecards and lead improvement actions with cross-functional teams

Act as the escalation point for customer queries and issues

Lead customer meetings, including senior-level reviews when required

Identify new opportunities through regular customer engagement and touchpoints

Drive standard customer service processes and best practice across the team

Experience & Skills

Proven experience in a customer service, customer operations, or account management role

Previous experience leading or supervising a small team

Strong relationship-building and communication skills

Comfortable working in a fast-moving, growing organisation

Confident user of MS Excel and ERP systems (SAP desirable)

Organised, analytical, and detail-focused

Manufacturing, engineering, or aerospace experience is beneficial but not essential

Working Hours

Monday to Friday

37.5 hours per week (8:30am – 4:30pm)

Benefits

Competitive salary dependent on experience

23 days annual leave plus bank holidays

Pension scheme

Bonus linked to company performance

Flexible, supportive working environment

Enhanced family benefits

Health and life assurance benefits