Customer Service Manager

Customer Service Manager
Colchester
40000 - 50000
Monday to Friday 8.30am to 5.00pm
Start Date - January 2027

KHR are recruiting for an experienced Customer Services Manager to lead and develop a customer service function within a growing internationally operating manufacturing business.

This is a hands-on leadership role with the opportunity to shape the department improve processes and systems enhance the customer experience and drive commercial performance. Youll take ownership of the customer service team introduce new ways of working and act as the voice of the customer across the wider business.

Key Responsibilities:

- Lead coach and develop the Customer Service team setting clear service standards KPIs and performance targets
- Drive improvements across customer service processes procedures and systems including CRM helpdesk and workflow automation
- Oversee customer enquiries order processing technical queries and escalated complaints ensuring a high standard of service
- Monitor customer feedback service data and performance metrics to identify opportunities for improvement
- Work closely with Sales Production Technical and Operations teams to improve communication and customer satisfaction
- Coordinate order fulfilment production lead times shipping and delivery updates
- Identify opportunities to maximise upselling and cross-selling supporting wider business growth
- Lead system implementation projects develop SOPs and introduce more efficient ways of working

Candidate Profile

- Proven experience in a Customer Service or Customer Care management role with a track record of improving processes and procedures
- Strong team leadership skills with experience coaching developing and managing performance
- Confident using CRM systems order processing platforms and customer support tools ideally including Business Central or Dynamics
- Experience with workflow automation KPI reporting and using data to drive improvements
- Excellent communication problem-solving and organisational skills with the ability to manage complex customer escalations
- Experience with exports and shipping quotations
- Experience within manufacturing packaging textiles or technical products would be advantageous
- German language skills would also be beneficial

At KHR we take care to ensure that you are represented as well as possible so it is worth checking your CV for layout spelling and grammar as well as making sure it is up to date before you submit. If you feel you need to highlight particular qualifications skills or relevant experience with regard to a specific role then please add a cover letter or a preface page. This does not need to be formatted in the same addition if your CV is heavy with graphics etc please could you also submit a clean copy in Word. Thank you.

Knowledge House Resourcing Ltd is acting as an Employment Agency in relation to this vacancy. KHR - Recruitment Specialists is a trading name of Knowledge House Resourcing Ltd. Keep in touch with us online for job alerts industry updates and market...

Required Skills:

customer service manager customer service supervisor