Customer Service Manager

Customer Service Manager
Location: Gateshead
Salary: £35,000 – £40,000 per annum
Type: Full-time, Permanent
Sector: Manufacturing / FMCG

We are working on behalf of a well-established, family-run manufacturing business with a strong reputation for quality, reliability, and customer satisfaction. Operating across two sites in the Northeast of England, our client is known for its collaborative culture and commitment to excellence.

As part of their continued growth, we are recruiting an experienced and proactive Customer Service Manager to lead their customer service function and drive service excellence across the business.

The Role

This is a pivotal leadership position, responsible for managing a dedicated customer service team and ensuring the highest standards of client care. The successful candidate will play a key role in enhancing customer experience, streamlining service operations, and supporting cross-functional collaboration.

Key Responsibilities

• Lead and manage the customer service team across both operational sites.
• Develop and implement customer service policies and best practices.
• Serve as the main point of contact for key B2B clients, ensuring clear and timely communication.
• Monitor service performance metrics and identify areas for improvement.
• Work closely with production, sales, and logistics teams to ensure smooth order fulfilment.
• Resolve escalated customer issues with professionalism and efficiency.
• Coach, mentor, and support team members to maintain high performance and morale.

Ideal Candidate Profile

• Proven experience in a customer service management role within a B2B environment.
• Strong leadership and team development skills.
• Excellent communication and interpersonal abilities.
• Organised, proactive, and solutions-focused.
• Willingness to travel between two sites in the Northeast.
• Background in manufacturing or packaging is advantageous.

What’s on Offer

• Competitive salary of £35,000 – £40,000.
• A permanent, full-time opportunity within a stable and growing business.
• A supportive, family-oriented working culture.
• Real opportunities for professional development and career progression.

Apply today to be considered, or for more info