At a Glance
- Tasks: Lead a dynamic customer service team to enhance customer experiences and drive operational excellence.
- Company: Join Sika, a global leader in specialty chemicals with a commitment to innovation.
- Benefits: Enjoy competitive salary, hybrid working, generous holiday, and comprehensive health benefits.
- Other info: Access to professional development and a supportive, innovative work culture.
- Why this job: Make a real impact on customer satisfaction while developing your leadership skills.
- Qualifications: 3+ years in customer service leadership with a passion for improvement and collaboration.
The predicted salary is between 49500 - 60500 £ per year.
Company Description
Sika is a specialty chemicals company with a globally leading position in the development and production of systems and products for bonding, sealing, damping, reinforcing, and protection in the building sector and industrial manufacturing. Sika has subsidiaries in 103 countries around the world and, in over 400 factories, produces innovative technologies for customers worldwide. In doing so, it plays a crucial role in enabling the transformation of the construction and transportation sector toward greater environmental compatibility. With more than 33,000 employees, the company generated sales of CHF 11.20 billion in 2025.
About Customer Service
Customer Service plays a critical role in delivering Sika's customer-first strategy. Acting as the link between our customers and the wider business, the team is responsible for creating seamless customer experiences and resolving challenges quickly and professionally. Our Customer Services function is on a continual improvement journey, focused on enhancing service performance, improving customer outcomes, increasing operational efficiency and developing future talent. This is a highly visible role that offers the opportunity to influence both the customer experience and the way we work across the business.
Purpose of the Role
As Customer Service Manager you will lead a high-performing team responsible for delivering a consistent and recognisable outstanding customer experience. This is a broad and challenging role within a complex operational environment, supporting multiple manufacturing plants and warehouse locations. You will balance competing priorities, collaborate with a wide range of stakeholders and ensure a seamless customer experience, all whilst driving service excellence, developing team capability and championing continuous improvement initiatives. It is an excellent opportunity for an experienced customer service leader looking to broaden their impact and take on greater operational complexity. Through your leadership, you will help create a culture that puts the customer at the heart of everything we do.
The Opportunity
- Lead customer service operations across multiple manufacturing and warehouse locations, managing complex operational challenges and collaborating with stakeholders across Supply Chain, Logistics, Operations and Sales to deliver exceptional customer outcomes.
- Lead and develop a talented Customer Services team, creating a culture of accountability, engagement and continuous development.
- Shape and enhance the customer experience by driving service improvements, improving operational performance and influencing business-wide decision making through customer insight.
- Play a key leadership role within a globally recognised organisation, partnering with stakeholders across Sales, Supply Chain, Logistics and Operations to deliver exceptional customer outcomes.
Qualifications
- Minimum experience of 3 years proven experience leading and developing high-performing customer service teams.
- A passion for delivering exceptional customer experiences and driving continuous improvement.
- Strong leadership skills with the ability to inspire, coach and influence others.
- Experience using customer insight, service metrics and KPIs to drive performance improvements.
- Excellent stakeholder management skills with the ability to collaborate across multiple business functions.
- Commercial awareness with a forward-thinking approach to problem solving and change management.
The successful applicant must demonstrate their right to work in the UK prior to commencing employment. If you're an ambitious leader who enjoys developing people, improving performance and making a genuine difference to the customer experience, we'd love to hear from you.
Additional Information
The Rewards
You will be rewarded with a competitive salary and great benefits. We pride ourselves on our total reward package:
- EV/PHEV Company Car Fleet or Car Cash Allowance
- Bonus Scheme
- Holiday 25 days rising to 28 days with service, plus bank holidays
- Hybrid Working
- Core Hours Working
- A company pension contribution of up to 10%
- Private healthcare for you, with option to add family
- Group life cover at 6x your annual salary
- Global Income Protection (PHI)
- Enhanced maternity and paternity pay
- Staff discount platform & Cycle to Work scheme
- Dedicated Service Awards for reaching key milestones
- Selected discounted Sika products
You'll be joining an experienced and collaborative leadership team committed to creating an environment where people can thrive. You'll have access to industry-leading systems, strong cross-functional partnerships and a culture that values innovation, continuous improvement and personal growth. We believe great service starts with great people and we're committed to giving you the support and autonomy needed to make a real impact.
This role provides the opportunity to further develop your strategic leadership, change management and customer experience expertise. You will gain exposure to senior stakeholders across the business while leading initiatives that improve customer satisfaction, team performance and operational effectiveness.
A significant commitment to professional and personal development from day one, including a comprehensive local, product knowledge and leadership development initiatives complemented by a global Sika Business School offering. We offer competitive salaries, aligned with local market benchmarks and the specific scope and responsibilities of each role. Compensation is determined based on skills relevant to the position, education and/or training. We are committed to fair and equitable pay practices in accordance with applicable laws and regulations.
Summary
- Type: Full-time
- Function: Sales
- Experience level: Executive
- Industry: Chemicals
Customer Service Manager employer: Sika
Sika is an excellent employer that values work-life balance, offering a hybrid role with 80% office-based work and flexible hours to accommodate your lifestyle. With a strong focus on employee growth and development, Sika fosters a collaborative work culture where innovation thrives, making it an ideal place for professionals looking to make a meaningful impact in the building envelope sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sika. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sika before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sika:Your cover letter is your chance to shine! Tell us why you want to work at Sika specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sika!
How to prepare for a job interview at Sika
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
