Customer Operations Manager

ERIKS; Cramlington; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading specialized industrial service provider is seeking a professional to manage OnSite operations in Cramlington. You will build strong relationships with key customers, resolve issues, and ensure compliance with service agreements. The ideal candidate has strong leadership experience, manages performance metrics, and drives continuous improvement initiatives in a dynamic team environment. The role offers competitive benefits and an inclusive culture.

Benefits

25 days’ annual leave + bank holidays

Option to buy up to 5 extra days

1 paid wellbeing day per year

Comprehensive Employee Assistance Programme

Virtual GP access

Company sick pay from day one

Contributory pension scheme

Company car or allowance

Enhanced Maternity, Paternity & Adoption leave

Qualifications

• Experience in managing customer relationships and providing excellent service.
• Proven ability in issue resolution and tailored problem-solving.
• Experience in leadership and managing a team.

Responsibilities

• Maintain strong relationships with key customer stakeholders.
• Act as first point of contact for escalated risks and issue resolution.
• Manage OnSite team performance in alignment with objectives.
• Ensure compliance with service level agreements.
• Deliver and report contractual KPIs.

Skills

Customer inquiry handling

Relationship management

Leadership

Operational expertise

KPI Management

Continuous Improvement

Collaboration

HSEQ knowledge

Driving License

Job description

Job Location

Cramlington

About the Role

Join ERIKS UK&I OnSite Division… Powering Industry from the Inside Out…

At ERIKS UK&I, our OnSite teams are based directly on-site with our customers, playing a critical role in managing and optimising the industrial supply chain. We ensure the right engineering components, MRO products, and services are always on hand, helping downtime, improve efficiency, and keep industry running smoothly.

We’re not engineers on the tools, we’re trusted supply chain experts who support operational success from within. Our presence on-site allows us to build strong, trusted partnerships and deliver tailored, data-driven solutions that add value where it matters most – at the heart of our customers' operations!

If you enjoy solving problems, working in an inclusive team environment and making a meaningful impact, you’ll find your place with us, because we believe diverse perspectives help us build better solutions, together.

Responsibilities

• Serve as the primary face of the OnSite operation, building and maintaining strong relationships with key customer stakeholders
• Act as the first point of contact for escalated risks and low-level issue resolution, ensuring timely and satisfactory outcomes
• Provide direct line management for the OnSite team, ensuring performance aligns with operational objectives
• Ensure compliance with service level agreements and contractual customer requirements.
• Implement and monitor processes that enhance operational efficiency and accuracy in stores management
• Take ownership of delivering and reporting contractual KPIs, ensuring performance metrics are met or exceeded
• Manage the OnSite budget with commercial responsibility for revenue and margin growth
• Leverage tools resources to identify opportunities for increasing profitability
• Collaborate with the Product Business Units to offer tailored solutions that deliver the best value to the customer
• Identify opportunities to introduce value added services and initiatives that benefit the customer and support ERIKS growth
• Collaborate with cross-functional teams and Product Business Units to align solutions with customer needs

Line Manager Responsibility

Line manager responsibility

Key Skills, Experience & Requirements

• Experience in handling customer inquiries, resolving issues, and offering tailored solutions to meet customer goals
• Proven experience in managing customer relationships, with a strong focus on providing excellent service, addressing client needs, and maintaining long-term partnerships
• Leadership and people management
• Operational expertise
• KPI Management
• Continuous Improvement
• Collaboration
• HSEQ knowledge
• Full UK / Ireland Driving Licence Required

Working Hours

Mon -Thurs : 07 : 30 - 16 : 00

Fri : 07 : - 15 : 00

Total Hours : 39

Breaks : 30 mins

What’s in it for?

• Time Off That Works for You
• 25 days’ annual leave + bank holidays
• Option to buy up to 5 extra days
• 1 paid wellbeing day per year
• Health & Wellbeing
• Comprehensive Employee Assistance Programme with 24 / 7 emotional, financial, and legal support
• Virtual GP access, counselling, nutrition & fitness coaching, physiotherapy
• Medical second opinions, lifestyle coaching, and wellness discounts
• Security & Support
• Company sick pay from day one
• Contributory pension scheme
• Group income protection
• Life assurance
• Extra Perks
• Company car or allowance
• Cycle to Work scheme
• Enhanced Maternity, Paternity & Adoption leave
• Fertility leave and support

Who are we?

We’re ERIKS, a leading specialised industrial service provider. Our mission? Simple : to make Industry Work Better.

With 170 sites across the UK and Ireland, you’re never far from a supportive, inclusive team. From shop floors through to strategic roles, your skills make a difference wherever you are.

We’re proud of our engineering heritage, but our impact goes far beyond the workshop. We deliver innovative solutions and technical expertise to keep industry moving forward.

We’re building a culture where everyone feels seen, heard, and valued. Diversity, inclusion and belonging aren’t just words, they’re central to who we are and how we grow. If you're looking for purpose, opportunity, and a place to belong, you’ll find it here.

So… what are you waiting for?

Let’s build something remarkable together.

ERIKS is an Equal Opportunities Employer.