Recruit4staff is proud to be representing their client, a leading manufacturing company in their search for a Customer Service Manager to work in their leading facility in Nr Oswestry

For the successful Customer Service Manager, our client is offering.

Competitive salary up to £50,000 Per Annum for the right candidate
Permanent position
Day shifts Monday to Friday 8 AM to 5 PM (37 hours per week)
25 days holiday + Bank Holidays, with the ability to buy and sell annual leave each year
Participation in the Company’s annual bonus scheme
Private Medical Scheme
Death in Service Company pension plan
Company sick pay
Health Care Scheme
Cycle to work Scheme

The Role – Customer Service Manager.

The Customer Service & Excellence Manager is responsible for leading and developing the customer service team to provide an outstanding customer experience. The role focuses on improving service efficiency, optimizing processes, and ensuring seamless execution of customer interactions through SAP, Salesforce, and other digital tools.This position will oversee the management of customer queries, order processing, service scheduling, and communication to ensure customer satisfaction and retention while also driving service revenue growth and operational excellence.

Main Tasks – Customer Service Manager.

Customer Experience & Service Delivery

Lead and develop the customer service team to provide best-in-class support to customers and internal stakeholders.
Manage customer interactions across all service touchpoints, ensuring timely and effective issue resolution.
Utilize Salesforce and SAP to track, monitor, and improve customer engagement, response times, and satisfaction.
Implement service process improvements to enhance customer experience, retention, and Net Promoter Score (NPS).
Ensure smooth handover between sales, service, and customer support teams to avoid delays or miscommunication.
Drive ASC partner collaboration to improve service response times and efficiency.

Operational Efficiency & Process Improvement

Enhance service workflows through automation and process optimization.
Work closely with the service planning team to ensure accurate and timely service scheduling.
Ensure invoice accuracy and timely processing, reducing backlog and disputes.
Develop new reporting metrics for tracking service delivery performance and efficiency.
Monitor and improve WIP (Work in Progress) management, PO tracking, and service SLAs.
Identify opportunities for cost reduction and operational efficiency.

Team Leadership & People Management

Lead, coach, and develop a high-performing customer service team.
Set clear performance targets and KPIs, ensuring accountability and continuous improvement.
Provide ongoing training and development to enhance team skills in customer engagement, problem-solving, and technical knowledge.
Foster a customer-first culture and promote collaboration across teams.

System & Data Management

Leverage SAP, Salesforce, and Power BI to drive data accuracy, visibility, and reporting efficiency.
Ensure real-time tracking of customer interactions and service requests.
Work with IT and Digital Teams to optimize CRM and service management platforms.
Develop dashboards and reports to provide insights into customer satisfaction, response times, and service KPIs.

What our client is looking for in a Customer Service Manager.

Education:

A Bachelor’s degree in Business, Customer Service, or a related field is preferred, but relevant experience will also be considered.

Competence and skills:

Customer-first mindset with a strong passion for improving service and customer experience.
Proven experience managing customer service teams in a technical or service-based industry.
Strong expertise in SAP, Salesforce, and digital customer service tools.
Ability to analyse data, identify trends, and implement process improvements.
Exceptional communication and stakeholder management skills.
Experience in team leadership, coaching, and driving team performance.
Strong organizational skills and the ability to prioritize multiple tasks in a fast-paced environment.
Experience with process improvement methodologies (Lean, Six Sigma, etc.) is a plus.
Proven experience in a customer service, service operations, or customer excellence leadership role.
Experience in managing customer interactions and service delivery in a technical, engineering, or service-driven industry.
Experience in team leadership, performance management, and customer engagement strategies.

Alternative job titles to the Customer Service Manager role.

Customer Service Manager, Client Service Manager, Change Manager, Client liaison Manager, Senior Office Manager, Continuous improvement manager, CI Manager

The Customer Service Manager position is Commutable From.

Ellesmere, Wrexham, Oswestry, Shrewsbury, Telford, Chester, Llangollen, Ruabon, Whitchurch, Shropshire, Powys, Cheshire, North Wales, Midlands

For further information about this Customer Service Manager role and/or any other positions please apply now.

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