Customer Service Manager in Exeter

Customer Service & Sales Support Manager, Office-based, Exeter, up to £40k (DOE)

Working Hours: Monday to Friday, 7:30 AM – 5:00 PM

An established, fast-growing B2B healthcare supply and service provider is seeking a high-calibre Customer Service & Sales Support Manager to unite and lead its customer experience and commercial administration operations.

Reporting directly to the Managing Director, this pivotal role bridges the gap between customer service, field sales, and operations. You will oversee the day-to-day delivery of exceptional customer care while driving the administrative engine that supports the sales team. This role comes with genuine autonomy and dedicated executive coaching.

Key Responsibilities

• Team Leadership & Development: Lead, motivate, and manage a close-knit on-site customer experience team alongside an offshore sales support administrator.
• Performance & Accountability: Establish clear, achievable KPIs, conduct structured one-to-one reviews, and lead regular team meetings to maintain high service standards.
• Customer Experience Oversight: Take ownership of multi-channel customer communications (shared email inboxes and 3CX phone queues), ensuring enquiries, complaints, and complex account queries are resolved promptly and professionally.
• Sales Support Operations: Supervise sales administration workflows, including sales rep inbox management, pricing, quotations, customer account reviews, and CRM data accuracy.
• Cross-Functional Collaboration: Partner closely with the Sales Director and Operations team to ensure seamless workflow continuity, including operational service administration cover.
• Strategic Evolution: Help design and elevate standard operating procedures as the business transitions the department toward a comprehensive Customer Experience model.

What We Are Looking For

• Proven Leadership Ability: Demonstrated experience managing or supervising a customer service, sales support, or commercial operations team.
• Gravitas & Emotional Intelligence: The confidence and maturity to lead, set direction, and gain the respect of an established team that includes colleagues with long tenure.
• Multi-Workstream Agility: Highly organised with the capacity to balance customer service escalations, sales support deadlines, and operational administration without compromising quality.
• Systems & Data Competency: Familiarity with modern CRM, ERP, and communication platforms (experience with tools such as HubSpot, Orderwise, Simpro, Phocas, ClickUp, or 3CX is highly advantageous).
• Communication & Resilience: Sound judgement, calm under pressure, and clear communication skills both written and face-to-face.
• Offshore Coordination: Experience onboarding, coaching, or delegating work to remote/offshore administrative personnel is a distinct advantage.

Why Apply?

• Direct Impact: Work closely with the Managing Director and departmental heads with real influence over operational decisions.
• Tailored Leadership Development: Benefit from ongoing, fully funded external executive coaching to support your management growth.
• Stable, Purpose-Driven Sector: Join a respected provider in the essential healthcare supply sector offering stable, standard daytime working hours.

To Apply:

Submit your CV for immediate review. Suitable candidates will be contacted promptly for a confidential introductory discussion.

Customer Service & Sales Support Manager, Office-based, Exeter, up to £40k (DOE)

Grosvenor Talent is committed to promoting equality, diversity and inclusion. We welcome applications from all suitably qualified individuals, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality and ethnic or national origin), religion or belief, sex or sexual orientation. We are committed to ensuring that no applicant or employee is treated less favourably on the basis of a protected characteristic as defined under the Equality Act 2010. If you require reasonable adjustments during the recruitment process, please let us know and we will be happy to support you. Grosvenor Talent operates as both an Employment Agency and Employment Business in accordance with applicable legislation.

Grosvenor Talent Ltd is a people and leadership consultancy that helps organisations source, develop, and retain the capability they need to perform and grow. The business offers a connected range of services, including Search & Selection, Recruitment, Leadership Development, Executive Coaching, and HR Consultancy. Working closely with clients, Grosvenor Talent focuses on placing the right people in the right roles and enhancing leadership capability at all levels. The company partners with organisations to find exceptional talent, develop future leaders, and build stronger, more resilient businesses.