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- Tasks: Lead a dynamic customer service team and enhance the customer experience.
- Company: Join a forward-thinking company focused on innovation and teamwork.
- Benefits: Competitive salary, career development, and a vibrant work culture.
- Other info: Opportunity to work with cutting-edge technology and grow your career.
- Why this job: Make a real impact by improving customer service and driving change.
- Qualifications: Experience in customer service management and strong leadership skills.
The predicted salary is between 40000 - 50000 £ per year.
We're seeking a Customer Service Manager to lead and develop a high-performing customer service function with a strong connection to supply chain operations, order fulfilment and service performance. This is a key role for someone who thrives at the intersection of people leadership, process improvement and technology adoption. The successful candidate will play a pivotal role in enhancing the end-to-end customer experience, including the implementation and optimisation of customer service technologies.
As Customer Service Manager, you will:
- Lead, coach and develop a customer service team, creating a high-engagement, customer-centric culture
- Act as the key interface between Customer Service, Planning, Logistics, Warehousing and Commercial teams
- Own service KPIs including OTIF, order accuracy, response times, complaints and customer satisfaction
- Drive continuous improvement across order management, query resolution and customer communication
- Lead or support the implementation of customer service technology, such as chatbots, CRM systems, ticketing tools or automation
- Use data and insight to identify trends, root causes and opportunities to improve service and reduce avoidable workload
- Manage escalations professionally, ensuring commercial and customer outcomes are balanced
- Support change and transformation projects within the wider supply chain
About You
You'll bring:
- Proven experience as a Customer Service Manager or Senior Customer Service Leader, ideally within manufacturing, FMCG, retail or supply chain-led environments
- A strong understanding of order-to-cash and supply chain processes
- Experience implementing or optimising customer service technology (e.g. chatbots, CRM, customer portals, workflow tools)
- Confident people leadership skills with experience managing and developing teams
- A structured, data-led approach to performance management and service improvement
- Excellent stakeholder management skills and the ability to influence cross-functionally
- A practical, hands-on mindset with the credibility to lead change
To apply for the role please send your CV to Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates.
Customer Service Manager in Manchester employer: Robert Walters
Contact Detail:
Robert Walters Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Service Manager role. You never know who might have the inside scoop on an opening or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its customer service approach. Think about how your experience aligns with their needs, especially around technology adoption and process improvement. Show them you’re not just a fit, but the perfect fit!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've led teams, improved processes, or implemented new technologies. This will help you stand out and demonstrate your hands-on mindset.
✨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, it shows you’re serious about joining our team and making a difference in customer service.
We think you need these skills to ace Customer Service Manager in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Service Manager role. Highlight your experience in leading teams and improving processes, especially in supply chain environments. We want to see how your skills align with our needs!
Showcase Your Tech Savvy: Since we’re all about optimising customer service technology, don’t forget to mention any relevant tools you’ve used. Whether it’s chatbots or CRM systems, let us know how you’ve leveraged tech to enhance customer experiences.
Quantify Your Achievements: Use numbers to back up your claims! If you’ve improved response times or customer satisfaction scores, share those stats. We love seeing concrete examples of how you’ve made a difference in previous roles.
Keep It Professional Yet Personal: While we appreciate professionalism, we also want to get a sense of who you are. A touch of personality in your application can make you stand out. So, feel free to let your passion for customer service shine through!
How to prepare for a job interview at Robert Walters
✨Know Your Customer Service Metrics
Familiarise yourself with key performance indicators (KPIs) like OTIF, order accuracy, and customer satisfaction. Be ready to discuss how you've used these metrics in previous roles to drive improvements and enhance the customer experience.
✨Showcase Your Leadership Style
Prepare examples that highlight your people leadership skills. Think about times when you successfully coached or developed a team, and be ready to explain how you foster a customer-centric culture within your team.
✨Emphasise Technology Experience
Since the role involves implementing customer service technologies, be sure to discuss your experience with tools like CRM systems or chatbots. Share specific examples of how you've optimised these technologies to improve service delivery.
✨Demonstrate Problem-Solving Skills
Be prepared to talk about how you've managed escalations and resolved complex customer issues. Use data and insights to illustrate your approach to identifying root causes and implementing effective solutions.