Customer Service Manager

Customer Services Manager

Salary: £45,000 – £50,000 DOE + Share of Company Bonus
Monday to Friday | 8.30am – 5.00pm
33 days holiday including Bank Holidays
Fully office-based

We are working with an established and growing business within the manufacturing sector who are looking to appoint a Customer Services Manager to join their team in this newly created position.

This is a fantastic opportunity for an experienced Customer Service professional who enjoys being hands-on, developing people and improving processes, and who is looking for the opportunity to genuinely make their mark within a business.

The successful candidate will take ownership of the Customer Service function, ensuring customers receive an excellent level of service while also working closely with Sales, Production, Operations and Technical teams to improve processes, systems and the overall customer journey.

About the Role

As Customer Services Manager, you will lead and develop the Customer Service function, taking responsibility for the day-to-day operation of the team while also looking at the bigger picture and identifying opportunities to improve the way the department works.

A key part of the role will be inventory and stock management, ensuring customer requirements can be met effectively and that stock levels, availability and order fulfilment are closely monitored. Experience managing inventory, stock levels or supply within a manufacturing or product-led environment would be highly advantageous.

You will also have the opportunity to introduce new systems and processes, improve reporting and KPIs, and establish clear procedures and service standards across the department.

Key responsibilities will include:

• Leading, coaching and developing the Customer Service team
• Taking ownership of the Customer Service function and setting clear service standards and KPIs
• Managing escalated customer queries, complaints and complex issues
• Overseeing customer orders from enquiry through to fulfilment
• Managing and monitoring inventory, stock levels and product availability
• Working closely with Production and Operations to ensure stock and customer requirements are aligned
• Monitoring lead times, dispatch schedules and delivery requirements
• Identifying potential stock issues and proactively communicating with customers
• Developing and improving Customer Service processes, procedures and SOPs
• Supporting the implementation and optimisation of CRM and customer service systems
• Using customer service data and KPIs to identify improvements
• Working closely with Sales to identify opportunities for upselling and cross-selling
• Building strong relationships with customers and acting as their voice within the business
• Working collaboratively with Sales, Production, Technical, Product and Operations teams
• Supporting bespoke customer requirements, tenders and proposals
• Providing customer feedback and insight to support product and process improvements
• Taking ownership of the ITP process
• Ensuring the team maintains accurate customer and order records

About You

We are looking for an experienced Customer Service professional who is confident managing a team but also enjoys getting involved in the detail and improving how things are done.

You will ideally have:

• Previous experience in a Customer Service Manager, Customer Care Manager or similar leadership role
• Experience managing, coaching and developing a Customer Service team
• Strong experience of inventory, stock or order management, ideally within a manufacturing, distribution or product-led environment
• An understanding of how stock availability, purchasing, production and fulfilment can impact the customer experience
• Experience introducing or improving processes and procedures
• Strong problem-solving skills and the confidence to deal with escalated customer issues
• Experience using CRM, ERP or order management systems
• Strong IT skills, including Microsoft Office
• Experience working with customer service KPIs, reporting and performance data
• Excellent organisational skills with the ability to manage multiple priorities
• Experience working with exports and shipping quotes would be advantageous
• Excellent communication skills and the ability to work effectively across different departments

Experience within manufacturing, packaging, textiles, security products or another technical/product-led environment would be beneficial.

German language skills would also be advantageous, particularly if you have experience supporting European or German-speaking customers.

Why Join?

This is a new role within the business, giving the successful candidate the opportunity to build and shape the Customer Service function rather than simply stepping into an established structure.

You will have real scope to introduce new processes, improve systems, develop the team and influence how the business looks after its customers.

There is also a genuine opportunity for the role to develop further within the senior leadership structure, with the successful candidate ultimately expected to have Board-level involvement.

The business also operates a company-wide shared bonus scheme, giving employees the opportunity to benefit from the company's overall success.

Package

£45,000 – £50,000 depending on experience

Share of company bonus

37.5 hours per week

Monday to Friday, 8.30am – 5.00pm

Fully office-based

33 days holiday including Bank Holidays

January 2027 start

3-month probationary period

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