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We are looking for a dedicated Customer Service Manager to enhance the customer experience within the industrial / manufacturing sector. The successful candidate will oversee the customer service department, ensuring all operations align with the company's quality standards.
Client Details
This role will be responsible for overseeing the entire customer service function across the UK, ensuring a seamless and efficient experience for both internal and external customers. You will lead a team based in Staffordshire while also overseeing operations at a secondary site in South Yorkshire, with regular travel required between locations.
Description
- Lead and develop a high-performing customer service team across multiple locations
- Review and optimise customer service processes to improve efficiency and customer satisfaction
- Act as the primary escalation point for complex customer issues, ensuring positive resolutions
- Monitor and maintain key performance indicators (KPIs) to track service levels and operational efficiency
- Work closely with Sales, Operations, and Logistics teams to align service expectations and streamline order processing
- Attend regular service reviews with key customers and internal teams to strengthen relationships and identify improvement areas
- Oversee customer service budgets, managing costs effectively and ensuring efficient resource allocation
- Ensure CRM and ERP systems (such as JD Edwards or Oracle) are utilised effectively for accurate data management and reporting
- Drive continuous improvement initiatives to enhance customer experience and business performance
Profile
A successful Customer Service Manager should have:
- Proven experience leading a customer service function in a complex, multi-site, or manufacturing environment
- Strong background in customer service transformation, process improvement, and change management
- Excellent leadership skills, with a track record of developing and mentoring teams
- Ability to work collaboratively across departments, influencing key stakeholders at all levels
- Commercial and strategic awareness, with strong problem-solving skills and a results-driven mindset
- Experience using CRM and ERP systems (such as JD Edwards or Oracle) to drive efficiencies
- Willingness to travel regularly between Staffordshire and South Yorkshire
Job Offer
- An estimated salary range of 52,500 - 65,000, plus a car allowance.
- Opportunities for professional development and career advancement.
- A supportive and inclusive company culture.
- Generous holiday leave allowance.
Don't miss this opportunity to join a respected company in the industrial / manufacturing sector and take your career to the next level. We encourage all interested candidates to apply.
