Customer Service Manager

About the Role

Are you an experienced Customer Service Manager who likes to lead and is willing to take the customer experience to the next level. In this role, you'll work closely with sales, operations, and supply chain teams to drive efficiency, strengthen customer relationships, and support business growth.

What You’ll Be Doing

• Lead, mentor, and grow the Customer Service team to deliver best-in-class service and operational excellence.
• Manage sales forecasts in partnership with planning, production, and procurement to meet and exceed customer expectations.
• Drive improvements in key metrics like OTIF (On Time In Full) and inventory management.
• Create and roll out customer scorecards and service performance metrics.
• Build strong customer engagement programs with clear, regular communication.
• Collaborate with the Sales team on operational processes, including trials and storage agreements.
• Identify process improvements that make the customer journey smoother and more efficient.
• Provide training and support to embed new systems and ways of working across teams.
• Set up dashboards and KPIs to monitor service delivery and customer satisfaction.
• Lead change initiatives and support continuous improvement projects across the company.
• Ensure compliance with all internal and external standards and regulations.

Who You’ll Work With

• Senior Management: Aligning customer service strategy with overall business goals.
• Sales, Supply Chain, Operations, and Finance: Working together to streamline processes and drive success.
• Cross-functional Teams: Leading projects that improve customer service and operational efficiency.
• External Partners: Benchmarking against industry best practices to stay ahead.

What We’re Looking For

Skills and Experience

• University degree preferred.
• Fluent in English.
• 7+ years’ experience in customer service management, ideally within a complex, fast-moving environment.
• Strong leadership and team development skills.
• Solid background working with diverse customers and managing complex product portfolios.
• Excellent communication, influencing, and relationship-building abilities.

Personal Attributes

• Analytical thinker with a knack for identifying improvement opportunities.
• Proactive problem-solver who enjoys tackling challenges head-on.
• High attention to detail and quality standards.
• Adaptable and resilient in a changing environment.
• Passionate about delivering an outstanding customer experience.

Benefits

• 36 days holiday including bank holiday
• 9am to 5pm Monday to Friday
• Competitive salary