Customer Care Manager

Job Title: Customer Care Manager
Department: Customer Care
Location: Normanton
Reports To: Sales Director
Contract Type: Full-Time, Permanent, Fully Office Based
Salary: £40,000 - £50,000

We are seeking an experienced Customer Care Manager to lead a busy and customer-focused team. You will be responsible for overseeing day-to-day operations within the Customer Care department, ensuring the delivery of exceptional service to both internal and external customers. This is a hands-on role requiring strong leadership, attention to detail, and the ability to foster a collaborative, solution-driven culture.

Key responsibilities:

• Lead, mentor, and develop the Customer Care team to ensure high performance and customer satisfaction

• Oversee the accurate and timely processing of customer orders, quotations, and enquiries

• Ensure the team maintains high standards of service across phone and email communications

• Implement and monitor KPIs to track team performance and customer service quality

• Act as the escalation point for complex customer issues, ensuring timely resolution

• Collaborate with sales, operations, and other departments to ensure smooth order fulfilment

• Identify and drive opportunities for upselling and cross-selling within the team

• Support the development of best practices and continuous improvement within the department

• Conduct regular team reviews and 1:1s to support individual development

• Ensure compliance with internal procedures and customer requirements

Requirements:

• Proven experience in a customer service or sales support leadership role

• Strong people management and coaching skills

• Excellent communication, problem-solving, and interpersonal abilities

• Ability to manage workloads, prioritise tasks, and work under pressure

• Self-motivated with a hands-on approach

• High level of organisation and attention to detail

• Confident using CRM systems and Microsoft Office (particularly Excel and Outlook)

• Background in the environmental, waste, or chemical industry

• Experience working in a fast-paced B2B environment

• A positive team spirit