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- Tasks: Lead a dynamic team to enhance customer service and drive performance improvements.
- Company: Join a leading multinational manufacturing company with a strong commitment to employee development.
- Benefits: Enjoy excellent benefits, career support, and a collaborative work environment.
- Why this job: Make an impact in a fast-paced setting while mentoring and developing talent.
- Qualifications: Proven leadership experience in customer service within a manufacturing context is essential.
- Other info: Fluency in another European language, especially French, is a plus.
UK Customer Service Manager European Head Office | Near Dartford, Kent £55,000+ excellent benefits - Onsite - Monday to Friday 8.30am to 5.30pm - office accessible by road or 10 minutes from Gravesend train station.
Following a period of transformation, my client—a leading multinational manufacturing company—has implemented SAP Hana across its European operations and introduced Lean working practices in the UK, Spain, France and Portugal. As part of this positive and exciting evolution, a brand-new role has been created at their European Head Office near Dartford, Kent.
Why Join? International business who truly value their employees and who offer career goals and support. Additionally, I have known your future manager for over 15 years—as both a candidate and a client. Their track record speaks for itself:
- A commercial and process-oriented leader.
- An excellent mentor who listens, supports, and develops talent.
- A champion of collaboration and positive work environments.
Why This Role? This is more than just a job; it’s an opportunity to lead, innovate, and make an impact. You’ll join a high-energy, fast-paced environment where 200 UK employees collaborate across 26 languages, supporting customers in Automotive, Energy, Offshore, Paper, and Food Manufacturing industries.
The Role As UK Customer Service Manager you will report to the European Head of Customer Services, leading a team of three Team Leaders and their wider teams. Your focus? Driving exceptional customer service, sales support, and data-driven improvements to elevate customer experience.
What You’ll Be Doing as Customer Service Manager
- Lead, mentor, and develop a team to deliver target-driven results.
- Own and refine customer service processes for efficiency and impact.
- Set and monitor KPIs for both team and individual performance.
- Regular meetings with Production Manager, Production Planners, Suppliers, Credit Control and collaborating and communicating with the external Sales Manager to drive performance and customer satisfaction.
- Identify training needs, coaching your team for success.
- Investigate and resolve customer complaints, driving continuous improvement.
- Manage and extract data insights using Excel and BI tools to enhance decision-making.
- Oversee all UK Customer Service KPIs and dashboards (OTIF, Customer Satisfaction, Performance).
- Implement projects to improve service levels for internal and external customers.
What We’re Looking For
- Proven experience leading customer service & data-driven teams in a multinational manufacturing environment.
- Strong analytical skills—comfortable with BI tools & Excel to generate actionable insights.
- A natural leader who motivates, supports, and develops their team.
- Excellent communication skills with a customer-first mindset, someone who can build strong internal stakeholder relationships.
- Experience driving process improvements and operational efficiency within tangible product manufacturing setting.
- Fluency in another European Language (ideally FRENCH) would be a distinct advantage.
If you thrive in a dynamic, evolving setting and love leading teams to success, this could be the perfect next step in your career.
Customer Service Manager employer: ELBRUS PARTNERS
Contact Detail:
ELBRUS PARTNERS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Familiarise yourself with SAP Hana and Lean working practices, as these are crucial to the role. Understanding how these systems work will not only help you in interviews but also demonstrate your commitment to the company's transformation.
✨Tip Number 2
Highlight your experience in leading customer service teams, especially in a multinational manufacturing context. Be ready to share specific examples of how you've driven performance improvements and enhanced customer satisfaction in previous roles.
✨Tip Number 3
Prepare to discuss your analytical skills and how you've used BI tools and Excel to generate insights. Think of instances where your data-driven decisions led to significant improvements in customer service or operational efficiency.
✨Tip Number 4
If you speak another European language, particularly French, make sure to mention this during your discussions. It could set you apart from other candidates and show your ability to communicate effectively in a diverse environment.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, particularly in a multinational manufacturing environment. Emphasise your leadership skills and any data-driven achievements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to lead teams. Mention specific examples of how you've driven process improvements and enhanced customer satisfaction in previous roles.
Highlight Analytical Skills: Since the role requires strong analytical skills, be sure to mention your proficiency with BI tools and Excel. Provide examples of how you've used data insights to make impactful decisions in your past positions.
Showcase Communication Skills: In your application, demonstrate your excellent communication skills. Discuss how you've built strong relationships with internal stakeholders and resolved customer complaints effectively.
How to prepare for a job interview at ELBRUS PARTNERS
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to demonstrate your ability to lead and mentor a team. Prepare examples of how you've successfully developed team members in the past and how you foster a collaborative environment.
✨Highlight Your Analytical Abilities
Since the role requires strong analytical skills, be ready to discuss your experience with BI tools and Excel. Share specific instances where you've used data to drive improvements in customer service or operational efficiency.
✨Emphasise Your Customer-First Mindset
The company values a customer-first approach, so be prepared to talk about how you've prioritised customer satisfaction in previous roles. Discuss any strategies you've implemented to enhance the customer experience.
✨Prepare for Process Improvement Discussions
Given the focus on driving process improvements, think of examples where you've identified inefficiencies and successfully implemented changes. Be ready to explain your thought process and the outcomes of those initiatives.
