Customer Service Manager

Working hours: Mon-Fri, 40 hrs/week
Reports to: Group Head of Trade Compliance & QHSE

This is a fantastic opportunity for an experienced Customer Service Manager to join a leading organisation in the aerospace sector. You'll lead and evolve the customer service function to deliver a best-in-class experience for global clients. This role is ideal for someone who's hands-on, strategic, and passionate about service excellence.

• Lead, mentor, and develop customer-facing teams to exceed performance goals.
• Drive and implement customer service policies, procedures, and KPIs.
• Handle escalated customer issues and drive resolution.
• Monitor performance through metrics (e.g. satisfaction scores, resolution times).
• Design and deliver training and coaching across customer service and management teams.
• Collaborate cross-functionally with sales, operations, and logistics to ensure a seamless customer journey.
• Gather and use customer feedback to drive continuous improvement.
• Present insights and performance data to senior leadership.

• Proven track record in leading customer service teams.
• Experience in process improvement and customer experience strategy.
• Strong communication, relationship-building, and stakeholder management skills.
• Confident in delivering training and presenting to internal and external audiences.
• Proficient in CRM tools (e.g. Salesforce) and Microsoft Office Suite.
• Analytical mindset - able to interpret data and make actionable recommendations.
• Experience in or passion for the aerospace or similar high-tech industries.
• Flexible and open to occasional global travel.
• Multilingual skills are a plus.

ACS are recruiting for a Customer Service Manager. If you feel that you have the skills and experience required in this advertisement to be a Customer Service Managersubmit your CV including an outline of your experience as a Customer Service Manager. It is always a good idea to include a covering letter outlining your experience as a Customer Service Manager with your application as this will enhance your chances of selection and improve your prospects of landing the Customer Service Managerrole you desire.