At a Glance
- Tasks: Lead and develop a high-performing Customer Services team to enhance customer experience.
- Company: AMOT, a global leader in control and safety solutions since 1948.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Join a dynamic team focused on innovation and collaboration across functions.
- Why this job: Make a real impact by championing customer satisfaction and driving business growth.
- Qualifications: Proven leadership in customer service, strong people skills, and experience with KPIs.
The predicted salary is between 45000 - 55000 £ per year.
Founded in 1948, AMOT is a leading global manufacturer of control, safety, and hazardous‑area solutions for engines, compressors, turbines, and other rotating equipment.
We serve customers across the oil & gas, marine, power generation, and transportation industries with a strong reputation for quality, reliability, engineering excellence, and customer trust.
We aim to differentiate ourselves through a high level of customer service, support & communication.
At AMOT, we believe our success is built on our people.
We empower our teams to go beyond expectations and play a meaningful role in delivering growth, innovation, and a trusted customer experience worldwide.
The Opportunity
We are seeking an experienced Customer Service Manager to lead and develop our Customer Services function across EMEA.
This is a leadership role, not a transactional processing role.
You will own the end‑to‑end customer experience, build and coach a high‑performing team, and act as the internal voice of the customer — influencing how the wider business delivers for both existing customers and new business wins.
You will build and lead a high-quality trusted customer experience which is pivotal in supporting new customer wins and double‑digit growth.
You will champion the customer internally, challenge friction in processes, and collaborate across Sales, Operations, Engineering, Quality, and Finance to remove barriers and drive performance.
- What You’ll Be Responsible For
- 1. Lead, Develop and Engage Your Team
- Build a confident, high-performing Customer Services team with clarity of purpose and ownership.
- Drive Gallup engagement — create an environment where people feel motivated, valued, and accountable.
- Conduct regular development 1:1s, deliver real-time feedback, and maintain clear development plans.
- Lead annual performance management with fairness, rigor, and a coaching mindset.
- 2. Own the End-to-End Customer Experience
- Take ownership of the full customer journey — from initial quotation through order fulfilment and aftercare.
- Ensure proactive, accurate, and professional communication at every stage, keeping customers
- Listen to customer needs and propose effective, commercially sound
- Own and resolve escalations swiftly — minimise disruption and restore confidence when issues arise.
- Ensuring customers experience reliable, professional, and proactive communication.
- Lead and coach the team to improve style, sentiment and accuracy.
- Acting as the internal advocate for customers — challenging processes that create friction or risk trust.
- Clearly explaining customers’ perspective.
- Collaborating with Peers.
- Encourage cross functional face to face discussions.
- 3. Drive Performance through Data and Continuous Improvement
- Define and maintain customer centric and operational KPIs that drive focus and accountability.
- Use Pareto and root cause analysis to identify priorities and resolve recurring issues.
- Build scalable, efficient processes — leveraging IFS (MRP) and Zendesk to improve quality and
- Identify and implement process improvements that support future growth.
- Working closely with Sales, Operations, Engineering, Quality, and Finance to support growth and delivery performance.
- Successfully onboard new customers, supporting them through the first years to established account.
- Reports changes in customer engagement and behaviour that suggests our account with them is at risk.
- Develops market and customer knowledge to facilitate improved decision making and identify potential missed opportunity.
- 4. Protect the Business from Commercial and Compliance Risks
- Follow UK, European and US Export Compliance procedures
- Contract review terms and conditions
- Collaborate with Sales and Finance to recommend Payment terms
- 5. Other
- Keep abreast of changes to Company Policies and Procedures, AMOT Terms and Conditions ensuring the same are adhered to and met
- Respond to change positively and productively and handle other tasks and projects as may be required.
- What Success Looks Like
- A confident, engaged Customer Services team operating with clarity and ownership.
- Improved customer satisfaction, trust, and retention.
- Strong cross‑functional collaboration and influence.
- A team that communicates with care, clarity and a positive sentiment.
- Clear performance visibility through meaningful customer and business KPIs.
- Tangible contribution to new business wins and repeat business.
- A sales team focused on Business Development and less on account management tasks.
- What We’re Looking For
- Proven experience leading customer service or customer experience teams in a B2B, industrial, or engineered‑products environment.
- Strong people‑leadership skills, with a coaching and development mindset.
- Experience using KPIs and process improvement to drive performance.
- Comfortable owning escalations and representing the customer internally.
- Collaborative, pragmatic, and confident working across functions.
- Degree‑qualified or equivalent experience.
- AMOT Leadership Expectations
- Champions a first‑class customer experience and translates it into day‑to‑day priorities.
- Leads through people, not personal task execution.
- Uses KPIs to drive decisions and improvement.
- Represents the customer perspective with confidence.
- Collaborates closely with peers to implement Operational excellence and remove barriers to progress.
- Builds capability and leaves the function stronger and scalable.
- Growth mindset, comfortable giving and receiving constructive feedback.
- #J-18808-Ljbffr
Customer Service Manager in Bury St Edmunds employer: AMOT
AMOT is an excellent employer that fosters a collaborative work culture, prioritising operational excellence and continuous improvement. Located in the picturesque Bury St. Edmunds, employees benefit from a supportive environment that encourages professional growth and development, alongside competitive remuneration and benefits. Join us to be part of a team that values innovation and teamwork, making a meaningful impact in the manufacturing sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Bury St Edmunds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at AMOT. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like AMOT before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager in Bury St Edmunds
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to AMOT:Your cover letter is your chance to shine! Tell us why you want to work at AMOT specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at AMOT!
How to prepare for a job interview at AMOT
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
