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For Companies At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and optimise order management.
- Company: Growing company near Portsmouth with a focus on customer experience.
- Benefits: Competitive salary, supportive work culture, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer satisfaction and driving business success.
- Qualifications: Proven leadership skills and experience in engineering or manufacturing environments.
- Other info: Enjoy a collaborative atmosphere with flexible working hours.
The predicted salary is between 36000 - 60000 £ per year.
Our clients based close to Portsmouth have an exciting opportunity for a Senior Customer Service Manager to join their growing team. The Senior Customer Experience Manager is responsible for leading a team that ensures exceptional service delivery to customers through effective order management, proactive communication, and data-driven decision-making. This role combines customer relationship management with operational oversight—coordinating cross-functionally with Production, Planning, Purchasing, and Logistics to optimise performance, drive continuous improvement, and support strategic business growth.
Main Duties and Responsibilities
- Lead, coach, and develop a high-performing Customer Experience and Customer Service team.
- Establish clear performance goals and KPIs aligned with customer satisfaction, operational efficiency, and company objectives.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Conduct regular performance reviews and provide training or mentoring to enhance team capability.
- Ensure customer orders are processed accurately and in accordance with pricing, terms, and quality standards.
- Monitor account performance, proactively addressing potential service issues or delays.
- Build and maintain strong customer relationships, acting as an escalation point for key accounts or complex issues.
- Collaborate closely with Production Planning, Purchasing, and Logistics teams to ensure timely order fulfilment and inventory alignment with customer demand.
- Lead daily/weekly reviews of open orders, delivery schedules, and backlog reports.
- Oversee logistics and export compliance processes, ensuring adherence to incoterms and international trade regulations.
- Manage carrier performance reviews and drive logistics improvement initiatives.
- Guide the team in analysing customer demand patterns to support accurate sales forecasting and capacity planning.
- Review and present key performance metrics such as on-time delivery, quotation turnaround time, and first response times on customer complaints.
- Utilise data insights to identify process inefficiencies and implement corrective actions.
Skills & Competencies
- Proven leadership and people management skills, with the ability to motivate and develop a team.
- Experience working within an engineering or manufacturing environment.
- Excellent communication and relationship-building skills across technical and commercial functions.
- Advanced proficiency in Microsoft Excel and data analysis tools.
- Strong process discipline and attention to detail, particularly in regulated industries.
- Analytical and strategic thinker capable of turning complex data into actionable insights.
Working hours: 8:00-16:30 Monday to Thursday, and 8:00-15:30 on Fridays.
Senior Customer Service Manager in England employer: Latitude Recruitment
Contact Detail:
Latitude Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Service Manager in England
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at the company you're eyeing. A friendly chat can sometimes lead to a referral, which is gold when it comes to landing that Senior Customer Service Manager role.
✨Tip Number 2
Prepare for the interview by researching the company’s values and recent projects. We want you to show how your experience aligns with their goals, especially in customer service and operational efficiency. Tailor your examples to highlight your leadership skills and data-driven decision-making.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family, focusing on common questions for managerial roles. This will help you articulate your thoughts clearly and confidently, showcasing your ability to lead and develop a high-performing team.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. Plus, it shows your proactive communication skills, which are key for a Senior Customer Service Manager.
We think you need these skills to ace Senior Customer Service Manager in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Senior Customer Service Manager. Highlight your leadership experience and any relevant skills that match the job description, like customer relationship management and data analysis.
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 previous experiences have prepared you for this role. Don't forget to mention your ability to foster a culture of accountability and collaboration.
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your impact. Use metrics where possible, like improvements in customer satisfaction or operational efficiency, to back up your claims.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Latitude Recruitment
✨Know Your Numbers
As a Senior Customer Service Manager, you'll need to be comfortable with data. Brush up on key performance metrics like on-time delivery and first response times. Be ready to discuss how you've used data in the past to drive improvements or solve problems.
✨Showcase Your Leadership Style
This role is all about leading a team, so think about your leadership style and how you can motivate and develop others. Prepare examples of how you've successfully coached teams in the past and fostered a culture of accountability and collaboration.
✨Understand Cross-Functional Collaboration
You'll be working closely with Production, Planning, Purchasing, and Logistics. Familiarise yourself with how these functions interact and prepare to discuss any relevant experiences where you've successfully coordinated across departments to achieve goals.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific customer service challenges or operational issues. Think through potential scenarios related to order management or service delays, and be ready to explain your thought process and decision-making approach.
