At a Glance
- Tasks: Lead customer service operations and drive performance in a global environment.
- Company: Join a consumer-focused organisation with a strong emphasis on customer experience.
- Benefits: Enjoy hybrid working, international collaboration, and opportunities for career progression.
- Other info: Dynamic, fast-paced environment with global exposure and training opportunities.
- Why this job: Make a real impact in digital transformation and people development.
- Qualifications: Proven leadership in customer service and strong knowledge of Order-to-Cash processes.
The predicted salary is between 50000 - 65000 £ per year.
Management role with Global Exposure
Your new company: You will be joining a global, consumer-focused organisation operating across B2B and D2C channels, with a strong emphasis on customer experience, operational excellence and digital transformation. The business offers a collaborative, international environment with close alignment between Customer Service, Sales, Digital, Supply Chain and Finance teams.
Your new role: As Customer Service Manager (Order to Cash), you will lead end-to-end customer service operations, driving performance, engagement and continuous improvement.
- Lead and own the full Order-to-Cash process across B2B and D2C
- Deliver service excellence through KPI management, escalation handling and quality control
- Lead, coach and develop team leaders and customer service agents
- Drive engagement, performance conversations and training across product, process and soft skills
- Monitor Customer Service and OTC KPIs, converting insight into action
- Manage customer debt and overdue balances in line with DSO targets
- Align UK processes with global standards and drive digitalisation via SAP and Salesforce
- Ensure accuracy of commercial master data and operational readiness for promotions
- Monitor and train AI customer service agents to enhance customer experience
- Collaborate cross-functionally to resolve incidents and improve service delivery
- Support telesales activity, commercial campaigns, new launches and business development
Hybrid working applies, with two office days per week in Snetterton (Tuesday/Wednesday), plus periodic travel to London and Barcelona.
What you'll need to succeed:
- Proven Customer Service leadership experience in B2B and D2C environments
- Strong end-to-end Order-to-Cash knowledge
- Advanced experience using SAP and Salesforce
- Track record in digitalisation and continuous improvement
- Degree in Business Administration or similar
- Customer-centric, data-driven people leader with strong communication skills
- Comfortable operating in an omnichannel, digitally enabled environment
- Right to work in the UK
- Pet industry or FMCG experience beneficial but not essential
What you'll get in return:
- A senior, influential leadership role with global exposure
- Hybrid working and international collaboration
- Opportunity to drive service excellence, digital transformation and people development
- A dynamic, fast-paced environment with scope for long-term career progression
What you need to do now: If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Locations
UK Customer Services Manager in Norfolk, Norwich employer: Hays
Join a dynamic, global organisation that prioritises customer experience and operational excellence, offering a collaborative work culture where your leadership can shine. With hybrid working options and opportunities for international collaboration, you will be empowered to drive service excellence and digital transformation while fostering team development in a fast-paced environment. This role not only promises significant career progression but also the chance to make a meaningful impact across B2B and D2C channels.
StudySmarter Expert Advice🤫
We think this is how you could land UK Customer Services Manager in Norfolk, Norwich
✨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 dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and tailoring your answers to highlight your experience in customer service leadership and digital transformation. Show them you’re the perfect fit!
✨Tip Number 3
Follow up after 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 remind them why you’re the ideal candidate for the Customer Services Manager role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing familiar names pop up when we’re reviewing candidates for exciting roles like this one.
We think you need these skills to ace UK Customer Services Manager in Norfolk, Norwich
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Services Manager. Highlight your experience in B2B and D2C environments, and don’t forget to mention your leadership skills and familiarity with SAP and Salesforce.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer service and how your background aligns with our focus on operational excellence and digital transformation.
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to drive performance and improve customer experience. Numbers and KPIs can really make your application stand out!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Hays
✨Know Your Order-to-Cash Inside Out
Make sure you have a solid understanding of the Order-to-Cash process, especially in B2B and D2C environments. Be ready to discuss how you've successfully managed this process in your previous roles and how you can drive performance and engagement.
✨Showcase Your Digital Skills
Since the role involves digital transformation, highlight your experience with SAP and Salesforce. Prepare examples of how you've used these tools to improve customer service operations or drive efficiency in your past positions.
✨Emphasise Leadership and Coaching Experience
As a Customer Service Manager, you'll be leading teams. Share specific instances where you've coached team leaders or agents, focusing on how you drove engagement and performance through training and development.
✨Prepare for Cross-Functional Collaboration
This role requires working closely with various teams. Think of examples where you've successfully collaborated across departments to resolve issues or enhance service delivery. This will show your ability to work in a dynamic, international environment.
