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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, professional development, and a supportive work environment.
- Why this job: Make a real impact by enhancing customer satisfaction and driving business growth.
- Qualifications: Proven leadership skills and experience in engineering or manufacturing environments.
- Other info: Join a collaborative culture with opportunities for career advancement.
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 employer: Latitude Recruitment
Contact Detail:
Latitude Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local events, and don’t be shy about letting people know you’re on the hunt for a Senior Customer Service Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer service philosophy and think of examples from your past experiences that align with their values. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to refine your answers and boost your confidence. Focus on showcasing your leadership skills and how you’ve driven improvements in previous roles—this is key for a Senior Customer Service Manager.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of resources to help you land that dream job, and applying directly can sometimes give you an edge. Plus, it shows you’re genuinely interested in joining our team!
We think you need these skills to ace Senior Customer Service Manager
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 the perfect fit for our team. Share specific examples of how you've led teams and improved customer service in previous roles.
Showcase Your Achievements: Don’t just list your responsibilities; show us what you’ve achieved! Use metrics and data to demonstrate how you’ve driven improvements in customer satisfaction or operational efficiency in past positions.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of 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 Stuff
Make sure you understand the ins and outs of customer service management, especially in an engineering or manufacturing context. Brush up on key performance metrics like on-time delivery and first response times, as these will likely come up during your chat.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in leading and developing teams. Think of specific examples where you've motivated your team or improved performance. This role is all about fostering a culture of accountability and collaboration, so highlight how you've done this in the past.
✨Prepare for Data-Driven Questions
Since this position involves a lot of data analysis, be prepared to talk about how you've used data to drive decisions. Bring examples of how you've identified process inefficiencies and implemented changes based on data insights. Familiarity with Excel and other analysis tools will definitely give you an edge.
✨Build Rapport
Remember, this role is about building strong customer relationships. During the interview, practice your communication skills and show how you can connect with others. Be personable and demonstrate your ability to handle complex issues with ease, as this will resonate well with the interviewers.
