UK Customer Service Manager – Manufacturing

Job details




Flow Control and Fluid Handling

Location: Midlands (UK Travel Required)


My client is an industry leading manufacturer and as part of their continued drive towards customer excellence, they now require a Customer Service Manager / Head of Customer Services to develop, drive and implement a UK strategy that will provide a more efficient and effective way of handling customer issues and improving customer satisfaction.


As a Customer Service Manager you will cover the UK and operate across multiple sites spending approximately 1-2 nights away from home per week.  Typical duties will include:

  • Developing and implementing UK wide customer service policies and procedures, including customer feedback and complaint procedures.
  • Taking a lead role in the implementation of a new customer service structure across the UK.
  • Managing, motivating and training a team of 30+ direct/indirect employees including Customer Service Agents and Managers, ensuring a consistent and reliable service is received by all customers.
  • Introducing new strategies and processes to ensure the business achieves KPI’s such as improving OTIF delivery and reducing customer complaints and customer response times.
  • Analysing customer order history and behaviour to enable better future planning.
  • Managing customer SLA’s.
  • Ensuring the complaint handling process is accurate, timely and providing route cause analysis data.
  • Implementing measures to understand customer satisfaction and improve service.
  • Investigating and resolving complex and in instances long standing customer issues.
  • Analysing customer data and reporting on customer service performance and recommended actions.
  • Implementing and monitoring performance metrics for the team.
  • Introducing innovative ways for the team to take a more proactive approach to enhancing customer engagement.


To be considered for this fantastic opportunity, you MUST have a minimum of 5 years’ experience as a Customer Service Manager within a fast paced manufacturing business and be comfortable travelling across the UK.

It is essential all candidates have managed a large team of 15+ staff and have proven success implementing change within a customer service environment.

A degree or MBA would be highly advantageous, but not essential.

Other key skills required include:-

  • Ability to work under pressure within challenging situations.
  • A drive for total customer satisfaction.
  • Ability to operate autonomously and drive change projects through to completion.
  • Leadership and man-management skills.
  • Excellent communication and influencing skills.
  • Hold a Full UK Driving License.

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