Customer Service Manager

Customer Services Manager Location: Liverpool Salary: £60k basic plus, pension, 25 holidays, Life cover x3, Pension 6.75%Hols 23 days, Medical Cashback Plan About the Role: We are looking for a dynamic and experienced Customer Service Manager to join our team based in Liverpool. This role will see you leading a dedicated customer service team in delivering exceptional service to defence and military customers. You will manage and support a team of six, some of whom work remotely, ensuring that customers receive prompt, professional, and effective assistance across a variety of service touchpoints. You will be responsible for overseeing day-to-day operations, driving service excellence, and maintaining strong relationships with both internal stakeholders and external military clients. You will also play a key role in refining processes and ensuring that the team is equipped to handle the unique challenges of supporting the defence sector. Key Responsibilities: Lead, motivate, and manage a team of 6 customer service representatives, ensuring high standards of customer care are maintained at all times. Provide guidance and support to both in-office and remote team members. Develop and implement strategies to improve customer satisfaction, streamline processes, and drive efficiency. Manage escalations and resolve complex customer service issues in a timely and professional manner. Managing the team with export documentation and contract support Ensure all service requests, enquiries, and returns are handled in compliance with company procedures and industry regulations. Maintain strong working relationships with military and defence customers, ensuring their specific needs and requirements are met. Liaise with internal teams such as sales, logistics, and finance to ensure customer requirements are fulfilled. Oversee the preparation of export documentation, delivery schedules, and related service reports. Support the development and training of the customer service team to enhance their skills and capabilities. Collaborate with senior leadership on strategic planning and continuous improvement initiatives. What We’re Looking For: Previous experience in a Customer Service Management role, ideally within a technical, defence, or military-related environment or from a general manufacturing background. Strong leadership skills with experience managing a mixed in-office and remote team. Experience with SAP is advantageous, though not essential. Familiarity with export documentation and military compliance processes would be beneficial, but not required. Excellent communication skills and the ability to build strong relationships with customers and internal teams. A proactive and solutions-driven mindset, with a keen eye for process improvement. Strong organisational and time management skills. The ability to work in a fast-paced, deadline-driven environment. Benefits: Competitive salary and benefits package. Opportunity to work with a diverse, collaborative team in the defence sector. Professional development opportunities. A dynamic and supportive working environment. If you are passionate about customer service and thrive in an environment where you can make a real impact, we’d love to hear from you. Apply now to join our team and help us deliver outstanding service to our valued defence and military customers.