Customer Excellence Manager

We’re looking for an experienced Customer Service Manager to join a growing business and take responsibility for the day-to-day leadership and performance of a busy customer care team.

Working closely with senior management, you’ll help drive performance, develop your team and identify opportunities to improve processes and the overall customer experience.

The Role

As Customer Service Manager, you will:

• Lead, motivate and develop a team of customer service professionals.
• Monitor team and individual performance against agreed KPIs.
• Hold regular 1-to-1s, provide coaching and give constructive feedback.
• Oversee daily workloads and ensure the team is adequately resourced.
• Support the resolution of complex customer queries and act as an escalation point.
• Build strong customer relationships and support opportunities to develop existing business.
• Manage and follow up enquiries, ensuring opportunities are progressed effectively.
• Monitor service levels, outstanding work and customer commitments.
• Produce and analyse regular performance and sales reports.
• Identify trends and recommend improvements to processes and performance.
• Work collaboratively with other departments to ensure a smooth customer journey.

About You

We’re looking for a positive, driven and commercially aware people leader who genuinely enjoys developing others and delivering great customer service.

Ideally you'll have previous experience of working within a busy manufacturing environment.

You should already have experience in a similar role as Customer Service Manager / Customer Care Manager or Customer Excellence Manager. We're looking for someone strategic who can implement new processes.

You’ll ideally have:

• Experience leading or supervising a customer-facing team.
• Strong communication and relationship-building skills.
• A customer-first approach combined with commercial awareness.
• Confidence managing performance and having difficult conversations when required.
• Good analytical skills and the ability to interpret KPIs and reports.
• Excellent organisation and attention to detail.
• A proactive approach to problem-solving and continuous improvement.
• The ability to work confidently with senior stakeholders.
• A hands-on, supportive management style.
• You should be IT-savvy and be used to working across multiple systems as well as utilising the AI functions.

Most importantly, we’re looking for someone who can bring energy to a team, lead from the front and turn objectives into consistent day-to-day delivery.

If you’re an experienced customer service professional looking for a role where you can make a genuine difference to both your team and the wider customer experience, we’d love to hear from you

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