Customer Services Manager

Are you a passionate leader who thrives on delivering outstanding customer experiences and driving operational excellence? We’re looking for a dynamic Customer Services Manager to lead a high-performing team and shape the future of customer engagement within a fast-paced environment.

• Salary is £45,000 - £60,000 depending on experience
• 25 days + bank holidays
• Enhanced company pension
• Excellent learning and development opportunities

This role offers the chance to take ownership of a customer services function, enhancing performance, strengthening relationships, and leading transformational change. You’ll play a key role in improving processes, developing people, and ensuring customers receive a consistently exceptional service.

• Lead, coach, and develop a customer services team, fostering a culture of accountability and continuous improvement
• Act as the primary escalation point for customer and internal queries, ensuring swift and effective resolution
• Drive service transformation initiatives, introducing smarter and more efficient ways of working
• Collaborate closely with internal teams including Supply Chain, Production, and Commercial functions
• Oversee export processes and documentation, ensuring compliance and readiness for audits
• Manage onboarding, training, and ongoing development to build a multi-skilled, high-performing team
• Maintain and improve systems and data accuracy across CRM and order processes
• Monitor budgets and identify opportunities to improve efficiency and add value
• Develop and track KPIs, providing insights and performance updates to leadership
• Support customer account management alongside commercial and finance teams
• Ensure smooth processing of customer orders from receipt through to delivery
• Analyse feedback and performance data to identify trends and enhance service delivery
• Represent the business in customer meetings and visits, strengthening long-term partnerships
• Champion a customer-first culture, ensuring the voice of the customer is heard across the organisation

• Proven leadership experience within customer service, supply chain, or a similar environment
• Strong understanding of order-to-cash processes and customer experience principles
• Experience driving change and implementing new processes or systems
• Excellent communication and stakeholder management skills
• Analytical mindset with strong attention to detail
• Ability to motivate and inspire teams to deliver high performance
• Experience with CRM systems and data management
• Knowledge of export processes and compliance requirements
• Resilient, adaptable, and comfortable working in a fast-moving environment
• Willingness to travel for customer engagement when required