Customer Services Manager

FFE is a global design and manufacturing business, with a head office and manufacturing in Hitchin, R&D Centre in Cambridge and sales and marketing support across the globe. FFE are dedicated to supplying specialist detection and suppression products to the fire industry.

Our business is driven by our vision of a future where all lives and livelihoods are safe from fire, and is supported by:

• Understanding our customers and our markets whilst providing the highest quality of customer service and satisfaction.
• Designing and manufacturing quality products in a sustainable way.
• Striving for excellence in everything we do.

There is worldwide reliance on FFE products, in high profile public infrastructure, commercial workspaces and industrial operating environments. In addition, FFE products are trusted to protect some of the world’s most iconic buildings such as the White House, Dubai Airport, and Pinewood Studios.

The FFE portfolio includes two industry leading product brands: With over half a million Optical Beam Smoke Detector units installed around the world, Fireray® is using proven technology in a product line with heritage stretching back to 1994. Talentum® is one of the world’s most respected flame detector brands in the marketplace, FFE is not only providing quality today but developing technologies for tomorrow.

Function: Customer Service & Contact Center Operations

Job Type: Regular / Permanent

Role Type: Full time

Location: Hitchin, Hertfordshire

Job Description

Furthermore, here at FFE we value our employees giving them the freedom to be creative and innovative. Having a great team spirt and people that are proud to work for a company that saves lives, our teams see the direct impact of their efforts in the daily operations.

How many lives have you saved today?

FFE Ltd is a specialist fire detector manufacturer and is one of the world’s largest manufacturers of optical beam smoke detectors and flame detectors. FFE is proud to be part of the Halma plc group, a UK based global FTSE 100 company.

Our products include Fireray® beam detectors, offering a cost-effective method of protecting wide areas against fire. Examples include museums, warehouses, atria, sports stadiums, gyms, theatres etc. Talentum flame detectors detect across a wide spectrum making it an obvious choice for most flame detection applications.FFE aviation extinguishers are present on over half the world’s commercial flights.

Here at FFE we value our employees and give them the freedom to be creative and innovative. Having a great team spirit from people that are proud to work for a company that saves lives, means our teams see the direct impact of their efforts in the daily operations.

Job title: Customer Services Manager

Location: Hitchin, UK

Contract type Permanent:

Hours: Full-time (39 hours per week)

Office Based role

Scope of the role :

The Customer Services Manager is responsible for leading FFE's Customer Operations function, ensuring the delivery of an exceptional customer experience from order receipt through to fulfilment and aftersales support. The role provides leadership and direction to the Customer Account Executives, Logistics & Operations Executives and Planner, ensuring customer enquiries, order management, production planning, inventory availability, logistics activities and aftersales support are delivered efficiently, accurately and in line with agreed service levels.

The successful candidate will create a high-performing customer-focused team, drive continuous improvement across customer-facing processes, and work closely with Sales, Production, Procurement, Quality and Finance to ensure customer expectations are consistently met or exceeded.

Scope of the Role

• Lead and develop a team of five customer operations professionals.
• Own customer service performance, order fulfilment effectiveness and on-time delivery coordination.
• Ensure customer enquiries, quotations, orders and aftersales requests are handled effectively and within KPI targets.
• Manage the interface between customers, sales teams, planning, production, procurement and logistics.
• Drive continuous improvement of customer-facing processes, systems and reporting.
• Act as the primary escalation point for complex customer, operational or logistical issues.
• Support business growth by maintaining high levels of customer satisfaction and operational efficiency.
• Ensure compliance with company procedures, export controls, quality standards and customer requirements.

Key Responsibilities

• Lead, coach and develop the Customer Operations team, creating a high-performing, customer-focused culture.
• Set clear objectives, monitor performance and support individual development.
• Ensure resources and workloads are effectively managed to meet customer and business requirements.
• Act as the primary escalation point for complex customer and operational issues.
• Ensure all customer enquiries, orders and aftersales activities are managed professionally, accurately and within agreed service levels.
• Drive high levels of customer satisfaction through consistent delivery of excellent customer service.
• Monitor and improve customer service KPIs, implementing corrective actions where necessary.
• Build strong relationships with customers and support key customer interactions when required.

Operational Coordination

• Lead coordination between Customer Operations, Planning, Production, Procurement, Logistics and Sales to ensure customer commitments are achieved.
• Maintain visibility of customer demand, order backlog and delivery performance, proactively managing risks and priorities.
• Ensure operational processes are executed efficiently and in compliance with company procedures.
• Identify and implement improvements to customer service, planning and fulfilment processes.
• Use data and performance metrics to drive operational efficiency and service excellence.
• Support and develop the effective use and development of ERP, CRM and business systems.

Governance & Reporting

• Ensure accurate reporting of customer service and operational performance.
• Maintain compliance with company policies, quality standards and regulatory requirements.

Skills and Experience:

• Proven experience in a Customer Service, Customer Operations or Supply Chain leadership role.
• Experience managing and developing customer-facing teams.
• Strong understanding of order management, planning and logistics processes.
• Experience working within manufacturing, engineering or technical product environments.
• Excellent stakeholder management and relationship-building skills.
• Strong analytical and problem-solving capability.
• Experience using ERP and CRM systems.
• Excellent communication and organisational skills.
• Strong commercial awareness and customer focus.
• Proficient in Microsoft Office applications, particularly Excel.
• Experience within a manufacturing or fire safety environment.
• Knowledge of export processes and international logistics.
• Experience implementing process improvements and operational KPIs.
• Lean, Continuous Improvement or Six Sigma exposure.

Key Performance Measures

• Customer satisfaction and service performance.
• Customer complaint resolution times.
• Team engagement and development.
• Inventory and planning effectiveness.
• Achievement of departmental KPIs.
• Strong leadership presence.
• High level of accountability and ownership.
• Collaborative and team-oriented.
• Adaptable and resilient.
• Commercially aware.
• Positive and professional approach.

Why this role exists

The Customer Services Manager ensures that FFE delivers a seamless customer experience while balancing operational efficiency, planning effectiveness and delivery performance. The role is accountable for transforming customer requirements into successful operational execution whilst developing a highly engaged Customer Operations team that supports FFE's continued growth.

FFE Benefits include: 25 days Annual Leave, Company bonus Scheme, Halma Pension plan, BUPA health insurance, Simply Health cash plan, EAP.

Joining FFE means more than just starting a new role, it’s becoming part of a workplace that’s designed to look after you. Our benefits help you stay well, feel secure, and keep growing, so you can focus on building a rewarding career and a fulfilling life.

Reward & Recognition

We believe great work should be celebrated. From a Free Shares Scheme and annual bonus opportunities to peer-nominated Spotlight Awards and milestone celebrations with extra leave and cash awards, we make sure your contributions are recognised.

Your wellbeing matters. With access to the YuLife app, you can earn rewards for healthy activities, while fresh fruit and juice in the workplace help keep you fuelled. Our confidential Employee Assistance Programme is also there to support your mental, emotional, and financial wellbeing whenever you need it. You'll also receive 25 days annual leave as standard, time to rest, recharge and look after what matters outside of work.

Family Support

We’re committed to supporting you through life’s important moments. That’s why we offer 14 weeks of fully paid maternity, paternity, or adoption leave, giving you the time and security to focus on what matters most.

Future Security

Planning ahead is easier with our pension scheme, where we contribute up to 10.5% to help you build for the future. You’ll also have the reassurance of Critical Illness Cover if you’re unable to work for more than 26 weeks.

Lifestyle & Everyday Savings

We know little things make a big difference. Our Benefits Hub offers discounts on everyday purchases, while tax-efficient schemes for cycling and electric vehicles help you save on commuting. We also celebrate team successes with lunch on us.

Growth & Long-Term Recognition

We’re committed to supporting your career as well as your wellbeing. You’ll have access to training and learning opportunities to help you grow and develop, alongside long-term recognition through extra annual leave and a £250 award at every five-year milestone — a simple way to thank you for continuing your journey with us

Zoo Negara, Malaysia | Fireray® beam detectors protect giant pandas at Malaysia’s national zoo

Optical beams offer the perfect combination of rapid, accurate, and cost-effective smoke detection needed to protect visitors and animals alike.

Oil Dispersant Warehouse | Fireray smoke detectors protect valuable chemicals from fire and water.

The sensitivity of beam smoke detectors over long distances makes them a perfect choice for protecting warehouses. A warehouse full of sensitive emergency-response products is not only safeguarded against fire but also potential damage from the indiscriminate use of water sprinklers.

Zoo Negara, Malaysia | Fireray® beam detectors protect giant pandas at Malaysia’s national zoo

Optical beams offer the perfect combination of rapid, accurate, and cost-effective smoke detection needed to protect visitors and animals alike.

Oil Dispersant Warehouse | Fireray smoke detectors protect valuable chemicals from fire and water.

The sensitivity of beam smoke detectors over long distances makes them a perfect choice for protecting warehouses. A warehouse full of sensitive emergency-response products is not only safeguarded against fire but also potential damage from the indiscriminate use of water sprinklers.