Customer Service Manager in Wolverhampton

Working days are Monday‑Friday, rotating between hours of 08:00‑16:00, 09:00‑17:00 and 10:00‑18:00. As Customer Services Manager for Water Hygiene Testing, you will lead the Waters Customer Service team and act as a customer champion for all UK waters sites, to promote a customer centric culture in all areas. You will ensure excellence in day to day customer service and experience across all customer facing teams, and ensure this is measured and reported back to the wider business and our customers fairly and consistently in all areas.

Job Responsibilities

• Promote a ‘customer first’ culture for the entire Waters business in the UK – to ensure our internal processes and procedures put the customer experience first.
• Ensure that our Customer Experience can scale to meet the demands of our planned growth.
• Meet all targets for the response to our customer queries (both by email, telephone and any other channels that are developed), and also to ensure that the quality of these interactions are of the right standard at all times.
• Support the laboratories in maintaining a high level of customer focus, through regular interaction and the sharing of customer feedback, as well as promoting best practice in our customer communication.
• Develop standardised and consistent workflows for the customer service team, allowing us to get a holistic view of our customer interactions in all areas.
• Support the invoicing and credit management processes for the waters business through clear and timely management of all errors.
• Oversee the work of the UK Sales Support function in delivering new business revenue through this channel.
• Promote the use of our online platforms and to deliver training and support to our customers.
• Oversee the complaints process for the waters business; ensure we always respond to complaints fully and formally, in a timely manner and in line with our quality management system.
• Be a point of escalation for our customers.
• Work with IT in the development of wider system improvements.
• Ensure all areas of performance management and personal development for the Customer Service teams are undertaken in a timely manner.
• Support the wider teams in the understanding of our customer service strategy.

Qualifications

• Proven experience in leading and developing customer service or customer experience teams.
• Strong track record of embedding a “customer first” culture, ensuring customer experience is central to processes.
• Excellent people management skills, including performance management, coaching, development planning and engagement of high‑performing teams.
• Strong operational mindset with experience managing response time KPIs, service quality measures and complaint resolution.
• Strong analytical and organisational skills.
• Customer‑centric, proactive and solutions‑focused.
• Confident leader who leads by example.
• Resilient and adaptable.

Benefits

• Enhanced Annual Leave Entitlement
• Company Pension Plan
• Life Assurance Scheme (4 times annual salary)
• Enhanced Maternity, Adoption and Paternity Schemes
• Employee Assistance Programme – 24/7 confidential
• Health Cash Plan
• Health and Wellbeing Programme
• Free parking
• Worldwide career opportunities

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