Customer Services Manager in Bradford-on-Avon

This is a new and exciting opportunity to lead two critical elements of the post-sales Customer Services offering for our global clients in the automotive R&D sector. The Customer Services Manager will oversee both the Applications Support and Service and Repairs (RMA) functions, and is responsible for ensuring an outstanding customer experience.

This newly created role requires a strong customer-first mindset and a drive to embed this ethos across your teams - you are the voice of the customer. This business area is also undergoing a significant digital modernisation project, and this is your opportunity to shape new processes, champion change, and help us stand apart in the industry.

• The Voice of the Customer: You will act as the internal advocate for our customers, ensuring their needs and expectations are represented in discussions on performance, product quality, and service delivery—whether dealing with direct clients or third-party distributors.
• Team Leadership: You will lead both the Applications Support and Customer Returns teams. This includes conducting regular one-to-ones, performance reviews, and creating a positive, high-performing team culture.
• Applications Support: Oversee a team responsible for resolving technical issues, delivering remote support (via phone, email, or screen share), managing software updates, coordinating training, and arranging repairs and maintenance, ensuring support is prompt, effective, and aligned with performance targets.
• Service and Repairs (RMA): Lead the organisation of the work schedule, reporting on performance, and focus on speed, accuracy, and quality of service.
• Process Transformation: Drive the adoption and implementation of new digital tools such as IFS Cloud, IFS Assyst, and a planned eCommerce platform. Play a critical role in process design, training, and ensuring seamless system integration whilst making the journey slick for our customers.
• Customer Relationship Management: Maintain strong customer relationships through occasional travel for site visits, training, or strategic reviews. Gather feedback to inform continuous service improvement.

• Strong interpersonal and communication skills; able to interact effectively with customers and internal teams.
• Demonstrated customer-centric approach to service delivery.
• Excellent prioritisation and time management skills; able to manage high workloads in a fast-paced environment.
• Ability to motivate and develop team members.
• Effective problem solver with a proactive mindset.
• Professional appearance and conduct.
• Willingness to travel and engage with diverse cultures and clients.

We are part of the AB Dynamics Group, an innovative, dynamic listed business with a friendly and supportive working environment. In addition to competitive salaries, our attractive benefits package includes a discretionary company bonus scheme, 25 days holiday (plus bank holidays), and generous company pension contributions.

At AB Dynamics Group we set ourselves ambitious objectives and strive to work according to our values of customers, people, diversity, innovation, excellence and responsibility. We are committed to promoting equality of opportunity for all staff and job applicants.