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- Tasks: Lead customer service operations and ensure smooth machinery installations and support.
- Company: Established international machinery business with a focus on customer satisfaction.
- Benefits: Competitive salary, life insurance, private medical insurance, and opportunities for growth.
- Why this job: Make a real difference by enhancing customer experiences in a dynamic industry.
- Qualifications: Experience in customer service management and strong technical knowledge in engineering.
- Other info: Collaborative environment with opportunities to work with global teams.
The predicted salary is between 40000 - 55000 £ per year.
Swindon, Wiltshire (with travel and occasional out-of-hours support required)
£40,000 - £55,000 per year
A well-established international machinery business is seeking an experienced Customer Service Manager to take ownership of customer service operations across the UK. This role will act as the primary point of contact for customers, ensuring the smooth coordination of installations, servicing, breakdown support and overall machine performance. The successful candidate will work closely with engineers, spare parts teams, sales teams and international manufacturing partners to deliver exceptional service and maintain strong customer relationships.
Responsibilities
- Customer Support & Service Coordination
- Act as the first point of contact for customers regarding service issues, breakdowns, installations and technical queries
- Maintain professional and calm communication with customers, particularly during urgent situations
- Provide support outside of normal working hours when required for critical issues
- Installation & Project Coordination
- Liaise with customers to ensure all prerequisites are in place ahead of machinery installations (utilities, layouts, access and documentation)
- Coordinate with international manufacturing teams to obtain technical documentation, drawings and installation requirements
- Monitor project progress, identify potential delays and ensure installations remain on schedule
- Technical & Engineering Support
- Provide initial technical guidance using a solid understanding of mechanical and electrical principles
- Translate customer issues into clear actions for the engineering team
- Coordinate engineer visits and follow up on outcomes, progress and customer feedback
- Communicate directly with customers regarding modifications, improvements or corrective actions following service visits
- Preventative Maintenance & Continuous Improvement
- Work with sales and service teams to develop preventative maintenance strategies
- Maintain structured records of machine issues, breakdown trends and recurring faults
- Provide feedback to international manufacturing teams on field issues and opportunities for product improvement
- Commercial & Operational Awareness
- Maintain an understanding of service costs, spare parts pricing and commercial margins
- Work closely with spare parts teams to support parts identification and availability
- Track stock levels of machinery, tools and service equipment to ensure operational readiness
- Internal Collaboration
- Work closely with sales teams to support customers both pre- and post-sale
- Maintain clear communication across internal departments to ensure priorities and timelines are aligned
- Keep accurate records of ongoing installations, service calls and project progress
Skills & Experience Required
Essential
- Proven experience in a customer service management, service coordination or technical support role within machinery, engineering or capital equipment
- Strong understanding of mechanical and electrical engineering principles
- Experience working with international manufacturers or global suppliers
- Excellent organisational and communication skills
- Ability to manage multiple priorities and handle escalated customer issues
- Commercial awareness relating to service work, spare parts and pricing
- Ability to work under pressure and occasionally outside normal working hours
Desirable
- Experience within packaging machinery or automated production equipment
- Experience working closely with service engineers and spare parts teams
- Experience implementing or managing preventative maintenance programmes
Personal Attributes
- Professional, reliable and highly customer focused
- Proactive and solutions driven
- Strong attention to detail with a structured approach to managing projects and issues
- Confident communicator at all levels
- Able to work independently while contributing as part of a team
Benefits
- Life insurance
- Private medical insurance
Customer Service Manager in London employer: gap personnel
Contact Detail:
gap personnel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can land you that Customer Service Manager role.
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their products, services, and customer service philosophy. We want you to walk in there with confidence, ready to show how your experience aligns perfectly with their needs.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family, focusing on common questions for customer service roles. We’re talking about scenarios where you might need to handle escalated issues or coordinate installations – get comfortable with those responses!
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can go a long way in keeping you top of mind. We suggest mentioning something specific from your conversation to show you were engaged and genuinely interested in the role.
We think you need these skills to ace Customer Service Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Service Manager role. Highlight your experience in customer service management and any technical support roles you've had. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this role. Share specific examples of how you've handled customer issues or coordinated projects in the past. We love a good story!
Showcase Your Communication Skills: Since this role involves a lot of communication, make sure your application reflects your ability to communicate clearly and professionally. Whether it's through your CV, cover letter, or any additional documents, we want to see that you can keep calm under pressure.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and submit your details!
How to prepare for a job interview at gap personnel
✨Know Your Stuff
Make sure you brush up on your mechanical and electrical engineering principles. The interviewers will likely ask you technical questions to gauge your understanding, so being well-prepared will show them you're the right fit for the role.
✨Showcase Your Customer Service Skills
Prepare examples of how you've handled customer issues in the past, especially under pressure. Highlight your ability to maintain calm communication during urgent situations, as this is crucial for a Customer Service Manager.
✨Understand the Company and Its Products
Do some research on the machinery business and its products. Knowing their offerings and how they operate will help you answer questions more effectively and demonstrate your genuine interest in the company.
✨Be Ready for Scenario Questions
Expect scenario-based questions where you'll need to explain how you'd handle specific customer service challenges. Think through potential situations beforehand and outline your approach to problem-solving and coordination with teams.