Customer Service Manager

Customer Service Manager
Are you an experienced customer service leader ready to shape, lead and elevate a non-performing team within a technically complex environment?We are seeking a Customer Service Manager to take ownership of a multichannel customer service operation, supporting both core and aftermarket customers within a nonmanufacturing business. This is a pivotal leadership role, responsible for setting strategic direction, embedding best-in-class service standards and ensuring the voice of the customer is effectively represented across the organisation.You will inherit an established team and play a key role in developing capability, improving performance and aligning customer service delivery with operational and commercial objectives. Working closely with Sales, Manufacturing, Planning and Logistics, you'll act as a critical bridge between customers and internal stakeholders, ensuring responsiveness, accuracy and proactive communication at all times.This opportunity will suit someone who enjoys building structure, driving improvement and leading from the front in a fast-paced, operational environment where customer expectations are high and continuous improvement is encouraged.
Key Responsibilities

• Lead, coach and develop a customer service team to deliver consistent, high-quality service.
• Define and implement strategic direction for customer service operations
• Oversee end-to-end order management, forecasting and customer communication
• Act as escalation point for complex customer issues and ensure effective resolution
• Collaborate cross-functionally to align customer demand with operational capability
• Drive process improvements, systems utilisation and performance metrics
• Support commercial objectives through strong customer engagement and insight

• Proven experience leading customer service teams within manufacturing or engineering environments
• Strong people-management and performance leadership capability
• Experience setting strategy and improving customer service processes
• Confident operating across Sales, Operations, Planning and Logistics
• Commercially aware with a customer-first mindset
• Strong ERP/MRP and data-driven decision-making skills
• Calm, credible and able to influence at senior leadership level.