Customer Service Manager

About the role Are you an experienced customer service leader looking for an opportunity to make a real impact? We are seeking a proactive and customer-focused Customer Service Manager to lead and develop our Customer Service function in Redditch.

In this role, you'll take full accountability for the customer service operation, leading and developing a high-performing team while ensuring exceptional service in a fast-paced manufacturing environment. Working closely with Sales, Operations, Production and Supply Chain teams, you will drive service excellence, continuous improvement and customer satisfaction, ensuring expectations are consistently exceeded.

This is an exciting opportunity to shape customer service strategy, enhance processes and make a meaningful impact on business performance. We're looking for a passionate leader who thrives on developing people, improving customer experiences and delivering operational excellence.

Key Responsibilities Leadership & People Management Lead, coach and develop the Customer Service team to drive engagement and performance. Manage performance, absence, resource planning and employee development. Ensure effective team coverage and workload management.

Customer Service & Operational Excellence Oversee the day-to-day running of the Customer Service function. Monitor and report on key KPIs, including OTIF and customer satisfaction. Drive continuous improvement across service processes and systems.

Order & Inventory Management Ensure customer orders are processed accurately and delivered on time. Oversee inventory management to meet customer and business requirements. Work closely with Production and Supply Chain teams to support customer demand.

Complaint Resolution Manage customer complaints and identify root causes. Implement corrective actions and drive timely issue resolution. Act as the escalation point for complex customer concerns. Customer Relationship Management Build strong relationships with customers, Sales and internal stakeholders.

Review customer accounts to identify service improvement opportunities. Maintain accurate customer records and account information. Continuous Improveme...

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