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For Companies At a Glance
- Tasks: Lead and develop customer service to ensure a top-notch experience for all customers.
- Company: Established manufacturing organisation with a focus on operational excellence.
- Benefits: Full-time role with opportunities for team development and career growth.
- Other info: Dynamic environment with a focus on continuous improvement and collaboration.
- Why this job: Make a real impact by enhancing customer satisfaction and building strong relationships.
- Qualifications: Experience in customer service management, preferably in manufacturing or related fields.
The predicted salary is between 40000 - 50000 £ per year.
A well-established manufacturing organisation is seeking a Customer Service Manager to lead and develop its customer service function, ensuring a seamless and high-quality experience across all customer touchpoints. This is a pivotal role within the business, responsible for managing the end-to-end customer journey, driving service performance, and leading a team to deliver operational excellence. You will act as a key interface between customers, sales, production, and logistics, ensuring alignment and efficiency throughout.
Key Responsibilities
- Take full ownership of customer service performance, ensuring service levels meet both customer expectations and business objectives.
- Oversee order management processes, ensuring accuracy, efficiency, and alignment with commercial targets.
- Work closely with production, planning, and logistics teams to ensure timely and accurate delivery.
- Manage customer communications across queries, pricing, claims, and service issues.
- Ensure customer data and system records are accurate and maintained across internal platforms.
- Drive adoption of digital tools and ordering platforms to enhance customer efficiency.
- Lead resolution of complex service challenges, implementing long-term improvements.
Leadership & Team Development
- Lead, coach, and develop the customer service team to deliver high performance.
- Set clear objectives, monitor KPIs, and manage performance reviews.
- Identify training needs and support ongoing development across the team.
- Foster a culture of accountability, collaboration, and continuous improvement.
Process Improvement & Strategy
- Review and optimise customer service processes to improve efficiency and service levels.
- Analyse performance data and provide insights to senior leadership.
- Collaborate with commercial and operational teams to support wider business strategy.
- Implement best practices and drive consistency across the function.
Customer Engagement & Retention
- Build strong relationships with key customers, supporting retention and long-term partnerships.
- Participate in customer meetings, reviews, and business discussions.
- Support initiatives that enhance customer satisfaction and loyalty.
About You
Experience & Background
- Proven experience in a customer service management role.
- Background in manufacturing, packaging, or a related industry is advantageous.
- Experience managing teams and driving performance in a fast-paced environment.
Skills & Knowledge
- Strong leadership and people management capabilities.
- Excellent problem-solving and organisational skills.
- Commercial awareness with the ability to balance customer needs and business goals.
- Confident communicator with a professional and proactive approach.
- Experience with CRM/ERP systems and customer service processes.
- Good working knowledge of Microsoft Office tools.
Customer Service Manager employer: Sublime Recruitment
Contact Detail:
Sublime Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the manufacturing sector 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 job openings 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 in managing teams and driving performance. We want you to shine when it comes to showcasing your skills!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable discussing your experience and how it relates to the role. Focus on your leadership style and problem-solving abilities, as these are key for a Customer Service Manager.
✨Tip Number 4
Don't forget to apply through our website! It's the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged in their job search. Let's get you that Customer Service Manager position!
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Customer Service Manager role. Highlight your experience in managing teams and driving performance, especially in a manufacturing or related industry. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your leadership style and how you’ve improved customer service processes in the past. We love seeing examples of how you've built strong relationships with customers.
Showcase Your Problem-Solving Skills: In your application, don’t forget to mention specific challenges you’ve faced in customer service and how you resolved them. We’re looking for someone who can tackle complex service challenges and implement long-term improvements.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Sublime Recruitment
✨Know the Company Inside Out
Before your interview, make sure you research the manufacturing organisation thoroughly. Understand their products, services, and customer base. This will help you tailor your answers to show how your experience aligns with their goals and values.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to demonstrate strong leadership capabilities. Prepare examples of how you've successfully led teams in the past, focusing on how you developed team performance and fostered a culture of accountability and collaboration.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complex service challenges. Think of specific situations where you've resolved issues or improved processes, and be ready to discuss the outcomes and what you learned from them.
✨Highlight Your Technical Proficiency
Since the role involves using CRM/ERP systems and digital tools, be prepared to discuss your experience with these technologies. Share how you've used them to enhance customer efficiency and improve service levels in previous roles.