Senior Customer Service Manager

Harper Recruitment Group is supporting a fast-paced, service-driven business based in Nottingham. An exciting opportunity has arisen for an experienced Senior Customer Service Manager to lead a small customer service function, reporting directly into the CEO. This role is ideal for a hands‑on leader who thrives in a high-volume environment involving quotations, phones, email traffic, case management and service calls. You will be responsible for managing day‑to‑day customer operations, driving service quality and ensuring efficient workflow across all customer touchpoints.

Key responsibilities:

• Leading, coaching and developing a team of 2–3 Customer Service Advisors
• Managing customer queries, complaints, order tracking and bespoke quotation requests
• Overseeing phones, email inboxes, live cases and service call activity
• Ensuring accurate and timely quotations, supporting the team with complex or bespoke requirements
• Managing escalations, monitoring case progress and ensuring SLA adherence
• Allocating workload, balancing priorities and improving response times
• Driving NPS, complaint reduction and service quality improvements
• Working closely with logistics, warehouse, sales and operations teams
• Producing service performance reports, identifying trends and recommending improvements
• Reviewing systems, procedures and communication flows to enhance efficiency
• Acting as the senior point of contact for internal and external stakeholders
• Delivering coaching, performance reviews and development plans
• Ensuring accuracy, compliance and consistency across all customer interactions

What we’re looking for:

• Senior customer service leadership experience within a fast-paced, multi-channel environment
• Strong background in quotations, case management and service call handling
• Experience managing high-volume phones and email operations
• Proven ability to lead teams through change, growth and process improvement
• Excellent communication skills with a calm, solutions-focused approach
• Strong organisational skills and the ability to prioritise under pressure
• Confident using CRM systems, case-management tools and Microsoft Office
• A proactive leader who can drive performance, quality and customer satisfaction
• Experience within a logistics, distribution or product-based environment is highly beneficial

What’s on offer:

• Free on-site parking
• Company pension scheme
• Training and development opportunities
• Supportive, collaborative working environment
• Opportunity to shape and elevate the customer service function

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