At a Glance
- Tasks: Lead a dynamic customer service team and enhance customer experiences.
- Company: Join Listgrove, a leading supplier in the packaging industry.
- Benefits: Enjoy flexible working hours and a competitive salary of £50,000 to £60,000.
- Other info: Be part of a supportive culture with opportunities for professional growth.
- Why this job: Make a real impact by driving continuous improvement in customer service.
- Qualifications: Experience in team leadership and customer service is a plus.
Customer Service Manager Based in Tyne & Wear
Salary Expectations: £50,000 to £60,000 dependent on experience.
Benefits: flexibility on home and office working, start & finish times
Client overview: Listgrove is supporting a leading supplier of various packaging materials to the UK and European food industry.
Role Summary: Lead and manage the customer service function on site. Support and develop a team who are responsible for providing the highest standard of service to all customers. Identify and drive continuous improvement activities across the department. Collaborate with cross functional teams to optimise processes to enhance customer experience.
Key Activities and Responsibilities:
- Lead the customer service team to deliver exceptional service.
- Drive change and improve all reporting systems related to margins, forecasting, pricing etc.
- Monitor performance of team members, provide coaching, and conduct regular one-to-one reviews.
- Handle escalated queries, ensuring swift resolution and customer satisfaction.
- Identify and drive continuous improvement activities across the department.
- Collaborate with other departments to streamline processes and enhance customer experience.
- Liaising and communicating with the internal functions and stakeholders to ensure agreed customer targets are met.
- Attend customer review meetings as and when required at customer sites.
- Lead an internal cross functional meeting daily.
- Ability to adapt and be flexible to changes within a dynamic customer environment.
- Understanding of systems and processes required to support Continuous Improvement projects.
- Collaborate with production and planning teams based on other UK sites.
Experience:
- CRM or similar system experience and implementation.
- Experience in leading a team.
- Experience in coaching and engaging employees.
- Experience in managing a customer service team (desired not essential).
- Experience in the packaging or food industry (desired not essential).
- Experience in identifying and driving continuous improvement activities.
- Excellent computer skills particularly Excel.
- Experience in change management.
Skills:
- The ability to identify areas for improvement and execute ideas.
- Excellent communication skills, with both internal and external stakeholders, providing them with up-to-date, accurate information.
- A strong proactive attitude is required to ensure high service levels are maintained with customers.
- A high level of attention to detail during day-to-day activities to maintain accurate information.
- Be able to demonstrate commercial awareness i.e. price lists / cost of product and develop a good understanding of business functions within the company.
- Ability to work on own initiative and as part of a team.
- Ability to identify what impacts other stakeholders and manage accordingly.
Change Management, Projects and Improvement Initiatives: Seek continual improvements in key target areas - service provided to customers, Service delivery KPI’s, relationship building, dispute resolution.
Actively participate in initiatives to improve:
- External stakeholder engagement
- Health and safety in the workplace
- Environmental impact of company activities
- Quality standards through process improvements
Work with all departments within the business to ensure continual improvement of stakeholder service. Assist in the implementation of proactive change and ideas.
Please understand that due to the expected high number of applications, only shortlisted candidates will be contacted directly.
For reasons of better legibility, the simultaneous use of the language forms male, female and diverse (f/m/d) is avoided. All personal designations apply equally to all genders.
For UK roles, candidates must be eligible to work and live in the United Kingdom. Proof of eligibility will be required with your application.
Why select Listgrove?
- Five Decades of Market Intelligence
- Unrivalled Industry Networks
- Recognised International brand
- HR Qualified Professionals
To hear from our clients on how we have supported their search for talent and HR needs, please visit Listgrove’s Case Studies page.
Throughout 2026 & 2027 you can meet with Listgrove at the following exhibitions: Interpack, France Innovation Plasturgie, Interplas UK, Plast Milan, Fakuma, ArabPlast, NPE 2027.
Meet us at Plastics Live Ireland in Dublin, 26-27 November, Stand B7.
Performance through People.
Please visit our website for more information on our services, global success and testimonials.
Customer Service Manager in Sunderland employer: Listgrove
Listgrove is an exceptional employer, offering a dynamic work environment in Tyne & Wear where flexibility in home and office working is encouraged. With a strong focus on employee development, continuous improvement, and collaboration across departments, we empower our Customer Service Managers to lead their teams effectively while ensuring the highest standards of service are maintained. Join us to be part of a recognised international brand with over five decades of market intelligence and unrivalled industry networks.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Sunderland
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join relevant groups on LinkedIn, and don’t be shy about reaching out to potential employers directly. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially in the packaging and food sectors. This will help you tailor your responses and show that you're genuinely interested in the role.
✨Tip Number 3
Practice your communication skills! As a Customer Service Manager, you'll need to demonstrate excellent communication abilities. Role-play common interview questions with a friend or use online resources to refine your answers.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of resources to help you land that dream job. Plus, applying directly can sometimes give you an edge over other candidates. So, what are you waiting for? Get your application in!
We think you need these skills to ace Customer Service Manager in Sunderland
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Service Manager role. Highlight your experience in leading teams and driving continuous improvement, as these are key aspects of the job.
Craft a Compelling Cover Letter:Your cover letter should tell us why you're the perfect fit for this role. Share specific examples of how you've improved customer service in previous positions and how you can bring that expertise to our team.
Showcase Your Skills:Don’t forget to highlight your excellent communication skills and attention to detail. These are crucial for managing customer relationships and ensuring high service levels.
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 any important updates!
How to prepare for a job interview at Listgrove
✨Know Your Customer Service Fundamentals
Brush up on the key principles of customer service management. Be ready to discuss how you would lead a team to deliver exceptional service and handle escalated queries. Think about specific examples from your past experiences that demonstrate your ability to improve customer satisfaction.
✨Showcase Your Change Management Skills
Prepare to talk about your experience with change management and continuous improvement initiatives. Have examples ready that illustrate how you've successfully driven change in previous roles, especially in a customer service context. This will show your potential employer that you can adapt and thrive in a dynamic environment.
✨Demonstrate Team Leadership Experience
Be prepared to discuss your leadership style and how you engage and coach team members. Think of specific instances where you’ve monitored performance and provided constructive feedback. Highlighting your ability to foster a positive team culture will resonate well with the interviewers.
✨Understand the Industry Landscape
Familiarise yourself with the packaging and food industry, as well as the specific challenges it faces. Being able to speak knowledgeably about industry trends and how they impact customer service will set you apart. It shows that you’re not just a candidate but someone who is genuinely interested in the role and the company.
