Customer Service Manager

We're seeking a Customer Service Manager to lead and develop a high-performing customer service function with a strong connection to supply chain operations, order fulfilment and service performance. This is a key role for someone who thrives at the intersection of people leadership, process improvement and technology adoption.

The successful candidate will play a pivotal role in enhancing the end-to-end customer experience, including the implementation and optimisation of customer service technologies.

As Customer Service Manager, you will:

• Lead, coach and develop a customer service team, creating a high-engagement, customer-centric culture
• Act as the key interface between Customer Service, Planning, Logistics, Warehousing and Commercial teams
• Own service KPIs including OTIF, order accuracy, response times, complaints and customer satisfaction
• Drive continuous improvement across order management, query resolution and customer communication
• Lead or support the implementation of customer service technology, such as chatbots, CRM systems, ticketing tools or automation
• Use data and insight to identify trends, root causes and opportunities to improve service and reduce avoidable workload
• Manage escalations professionally, ensuring commercial and customer o...