Customer Manager

JR United Kingdom; Livingston; On-site; GBP 45,000 - 60,000; Full time

Job summary

An established infrastructure and utilities business in West Lothian is seeking an experienced Customer Manager. In this new role, you will have the autonomy to shape the customer service function from scratch, including designing processes, implementing systems, and ultimately building a high-performing team. This position is ideal for a candidate with a passion for customer outcomes and proven leadership in customer service.

Qualifications

• Proven experience in setting up or transforming customer service functions.
• Strong understanding of reporting best practices and customer service tools.
• Experience in a regulated industry is desirable.

Responsibilities

• Lead the creation of a new customer service function.
• Design and implement customer service processes and systems.
• Build and manage customer feedback loops and reporting structures.

Skills

Leadership

Stakeholder Engagement

Customer Service Systems Knowledge

Change Management

Process Improvement

Job description

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An established infrastructure and utilities business based in West Lothian is creating a new opportunity for an experienced Customer Manager to join them and shape the entire customer service function from the ground up.

This is a brand new role within the organisation. There is currently no formal Customer Service department in place. You will be given full autonomy to design and deliver a customer service strategy that supports business growth, meets regulatory requirements, and delivers an excellent experience to both B2B and end customers.

You’ll be starting with the fundamentals, mapping the customer journey, building reporting and data dashboards, selecting, and implementing systems, and designing processes, with a view to ultimately building and leading a small, high-performing customer service team.

Key Responsibilities:

• Lead the creation of a brand new customer service function, reporting into the senior leadership team.
• Design and implement customer service processes, systems and best practices from scratch.
• Work with operational teams to understand current customer touch points and identify areas for improvement.
• Set up reporting structures and customer data tracking to ensure full visibility of service levels and customer satisfaction.
• Build and manage customer feedback loops to inform service development and continuous improvement.
• Over time, recruit and lead a growing customer service team in line with business needs.
• Act as the voice of the customer internally, helping to shape strategy and operational decision-making.
• Ensure compliance with relevant customer standards and regulations across all areas of service delivery.
• Proven experience in setting up or transforming a customer service or customer experience function, ideally within a complex or regulated industry (utilities, infrastructure, construction, manufacturing or similar).
• A passion for delivering brilliant customer outcomes and a pragmatic, hands-on approach to getting things done.
• Strong understanding of customer service systems, tools, and reporting best practices.
• Excellent leadership and stakeholder engagement skills — able to bring people with you on the journey.
• Comfortable working autonomously and taking ownership of your area.
• Experience with change management and process improvement is highly desirable.