Customer Service Manager

Are you an experienced Customer Service leader who can combine operational credibility with strategic thinking?

Do you understand the detail of running a customer service function, but also know how to step back, challenge the status quo and build stronger relationships with customers and stakeholders?

Elevation Recruitment Group are recruiting for a Head of Customer Service within an established and growing UK manufacturing and supply chain operation.

• Up to 10% annual profit related bonus
• Annual salary review
• Hybrid working – typically 4 days office / 1 day from home

This isn't about coming in and fixing a broken customer service operation.

It's about taking an established function, raising the bar and creating a more proactive, commercially aware customer service culture. This is a business that values people who understand the mechanics and detail of an operation.

You'll need to be comfortable rolling your sleeves up, understanding the processes underneath the headline numbers and stepping in when required.

• Lead and develop customer service teams
• Bring greater consistency, structure and best practice across the three teams
• Drive performance, efficiency and accountability across the function
• Develop a more strategic approach to customer relationship management
• Increase customer engagement through structured reviews, regular communication and greater visibility
• Build stronger relationships with key customers and represent the business at customer meetings and relevant industry events
• Understand service failures and root causes, then work cross-functionally to put sustainable solutions in place
• Work closely with other departments to improve customer outcomes
• Develop meaningful reporting, KPIs and performance reviews to drive action
• Lead the continued development and adoption of the systems within the ecommerce operation

We're looking for someone who has genuine operational customer service leadership experience and understands what good looks like from the ground up.

You'll ideally be someone who:

• Has led a customer service function in a fast-paced environment; managing multiple teams, sites or customer channels
• Has a strong track record of coaching, developing and improving teams
• Can move between operational problem-solving and longer-term strategic thinking
• Customer relationship management
• Understands the importance of service, but also the commercial and operational impact behind it
• Is confident working cross-functionally and influencing departments
• Can analyse performance data, identify trends and turn them into practical actions
• Has the resilience and credibility to challenge constructively and drive change

Our client is open to candidates from a range of sectors, particularly those who have worked within manufacturing, FMCG, supply chain, retail, distribution or other complex customer-facing environments.

What matters most is that you've built experience, dealt with challenges, learnt from them and can now use that experience to make a wider strategic impact.