At a Glance
- Tasks: Lead and develop a team to enhance customer experiences and operational efficiency.
- Company: Join Endress+Hauser, a global leader in measurement instrumentation.
- Benefits: Flexible working, excellent training, family-friendly events, and a great pension scheme.
- Other info: Enjoy a supportive environment with opportunities for personal and professional growth.
- Why this job: Shape a critical team and make a real impact on customer satisfaction.
- Qualifications: Experience in leadership, customer service, and strong stakeholder management skills.
The predicted salary is between 40000 - 50000 £ per year.
Join Endress+Hauser and help shape exceptional customer experiences. We are now looking for a Customer Specialist Team Manager to lead and evolve our centralised Customer Specialist Team (CST) — a critical operational function that underpins customer delivery across Sales, Projects, Solutions, Service, Purchasing, Logistics, Facilities, and Centres of Competence.
This is a key leadership opportunity for an experienced, people-focused manager who enjoys setting direction, developing leaders, and embedding consistent ways of working at scale. You will lead through others, with Customer Specialist Team Leaders reporting into this role, and will play a central part in shaping how we deliver for customers across the UK Sales Centre.
About the role of Customer Specialist Team Manager
As Customer Specialist Team Manager, you will have overall accountability for the performance, capability, and development of the Customer Specialist Team. You will lead and support a management layer of Team Leaders, ensuring strong people leadership, consistent service standards, and excellent customer outcomes across all areas of CST responsibility.
Working closely with senior stakeholders across the business, you will align priorities, improve end-to-end processes, and ensure the CST operates as a trusted, value-adding partner. This role combines strategic thinking with strong operational grip, with a clear focus on customer experience, efficiency, and continuous improvement.
What you’ll be responsible for as a Customer Specialist Team Manager
- Providing clear leadership, direction, and accountability for the CST through Customer Specialist Team Leaders
- Developing Team Leaders to be confident, effective people managers and role models
- Creating a high-performance culture focused on accountability, collaboration, wellbeing, and continuous improvement
- Overseeing performance management, succession planning, and capability development across the CST
- Owning overall CST performance, capacity planning, and service delivery standards
- Ensuring consistent, high-quality customer and administrative support across all supported functions
- Acting as a senior escalation point for complex or cross-functional customer and operational issues
- Ensuring accurate, timely order processing and adherence to agreed processes and controls
- Identifying opportunities to improve customer experience and operational efficiency across end-to-end processes
- Leading and sponsoring continuous improvement initiatives in partnership with key stakeholders
- Using data, insight, and feedback to inform decision-making and drive improvement
- Supporting the embedding of new systems, tools, and ways of working
- Building strong relationships with Sales, Service, Projects, and wider business functions
- Representing the CST in cross-functional forums, regional meetings, and improvement initiatives
- Supporting the CST’s contribution to winning, delivering, and retaining customer business
What we’re looking for in a Customer Specialist Team Manager
- Proven experience leading managers or team leaders, ideally within a customer, operations, or shared-service environment
- Strong people leadership capability, with a track record of developing others
- Experience operating at both strategic and operational levels
- Strong customer focus, with an understanding of service excellence, NPS, and first-contact resolution
- Excellent stakeholder management and influencing skills
- Ability to balance pace, quality, compliance, and commercial outcomes
- Comfortable using CRM and ERP systems (e.g. Salesforce, SAP) and digital workflow tools
- High emotional intelligence, resilience, and adaptability
- A proactive, ethical, and accountable leadership style
- Desirable: Experience in a similar or technical industry
- Level 5 (or equivalent) qualification in Leadership & Management
- Coaching or Train-the-Trainer experience
What do we offer
- The security of working for a global, family-owned leader in measurement instrumentation
- Excellent training facilities and personalised development plans
- Flexible and hybrid working arrangements
- Family-friendly social events throughout the year
- Excellent pension scheme
- Increasing annual leave with length of service
Why join Endress+Hauser?
At Endress+Hauser, you’ll be part of a collaborative, people-centred organisation where leadership, development, and customer focus are genuinely valued. You’ll have the opportunity to shape a critical team, make a visible impact across the business, and continue to grow your leadership capability within a supportive hybrid working environment.
Customer Service Manager in Norwich employer: Endress+Hauser Group
At Endress+Hauser, we pride ourselves on being a collaborative and people-centred organisation that values leadership and development. As a Customer Specialist Team Manager in Wythenshawe, Manchester, you will enjoy excellent training facilities, flexible working arrangements, and a family-friendly culture that fosters personal growth and well-being. Join us to make a meaningful impact while benefiting from a secure position within a global leader in measurement instrumentation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Norwich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Endress+Hauser Group. 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 Endress+Hauser Group 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 Norwich
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 Endress+Hauser Group:Your cover letter is your chance to shine! Tell us why you want to work at Endress+Hauser Group 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 Endress+Hauser Group!
How to prepare for a job interview at Endress+Hauser Group
✨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.
