Customer Service Manager

Location: Staines

Customer Service Manager
Are you an experienced customer service leader ready to shape, lead and elevate a non-performing team within a technically complex environment?

We are seeking a Customer Service Manager to take ownership of a multichannel customer service operation, supporting both core and aftermarket customers within a nonmanufacturing business. This is a pivotal leadership role, responsible for setting strategic direction, embedding best‑in‑class service standards and ensuring the voice of the customer is effectively represented across the organisation.

You will inherit an established team and play a key role in developing capability, improving performance and aligning customer service delivery with operational and commercial objectives. Working closely with Sales, Manufacturing, Planning and Logistics, you'll act as a critical bridge between customers and internal stakeholders, ensuring responsiveness, accuracy and proactive communication at all times.

This opportunity will suit someone who enjoys building structure, driving improvement and leading from the front in a fast-paced, operational environment where customer expectations are high and continuous improvement is encouraged.

Key Responsibilities

Lead, coach and develop a customer service team to deliver consistent, high-quality service.
Define and implement strategic direction for customer service operations
Oversee end‑to‑end order management, forecasting and customer communication
Act as escalation point for complex customer issues and ensure effective resolution
Collaborate cross‑functionally to align customer demand with operational capability
Drive process improvements, systems utilisation and performance metrics
Support commercial objectives through strong customer engagement and insight

Key Skills & Experience

Proven experience leading customer service teams within manufacturing or engineering environments
Strong people‑management and performance leadership capability
Experience setting strategy and improving customer service processes
Confident operating across Sales, Operations, Planning and Logistics
Commercially aware with a customer‑first mindset
Strong ERP/MRP and data-driven decision-making skills
Calm, credible and able to influence at senior leadership level.

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)