Customer Service Executive

Hudson Shribman; England; On-site; GBP 30,000 - 40,000; Full time

Job summary

A growing manufacturing business in the United Kingdom is seeking a Customer Service Executive at the Team Lead/Manager level. This role involves leading a small customer service team while managing key customer accounts. The ideal candidate will have a proven background in customer service with strong leadership and communication skills. Responsibilities include ensuring high service standards, driving continuous improvement, and nurturing customer relationships. The company offers a competitive salary, comprehensive benefits, and a flexible working environment.

Benefits

Competitive salary

23 days annual leave plus bank holidays

Pension scheme

Performance bonus

Flexible working environment

Health and life assurance benefits

Qualifications

• Proven experience in a customer service or account management role.
• Experience leading or supervising a team.
• Comfortable in a fast-moving organisation.

Responsibilities

• Lead and manage a small customer service team.
• Own customer relationships across a defined account base.
• Manage customer order books and contract reviews.
• Act as the escalation point for customer queries.

Skills

Customer management

Leadership capability

Relationship-building

Communication skills

Analytical skills

Tools

MS Excel

ERP systems (SAP)

Job description

Customer Service Executive (Team Lead / Manager Level)

Full Time | Permanent | Hayes, Middlesex

We're recruiting a Customer Service Executive (Team Lead / Manager level) to join a growing manufacturing business and take ownership of key customer relationships while leading a small customer service team.

This role combines hands‑on customer engagement with team leadership and process ownership. You'll be responsible for ensuring a high standard of service delivery, driving continuous improvement, and acting as a senior point of contact for customers and internal stakeholders.

An engineering or aerospace background is desirable but not essential. Strong customer management, leadership capability, and experience within a fast‑paced environment are far more important.

The Role

You’ll lead a small team of customer service professionals while managing customer accounts end‑to‑end. The position suits someone who enjoys accountability, is comfortable working autonomously, and can balance operational delivery with longer‑term improvement initiatives.

Key Responsibilities

• Lead and manage a small customer service team, providing guidance, structure, and development
• Own customer relationships across a defined account base
• Manage customer order books, contract reviews, and sales order approvals
• Oversee customer scorecards and lead improvement actions with cross‑functional teams
• Act as the escalation point for customer queries and issues
• Lead customer meetings, including senior‑level reviews when required
• Identify new opportunities through regular customer engagement and touchpoints
• Drive standard customer service processes and best practise across the team

Experience & Skills

• Proven experience in a customer service, customer operations, or account management role
• Previous experience leading or supervising a small team
• Strong relationship‑building and communication skills
• Comfortable working in a fast‑moving, growing organisation
• Confident user of MS Excel and ERP systems (SAP desirable)
• Organised, analytical, and detail‑focused
• Manufacturing, engineering, or aerospace experience is beneficial but not essential

Working Hours

Monday to Friday

37.5 hours per week (8:30am - 4:30pm)

Benefits

• Competitive salary dependent on experience
• 23 days annual leave plus bank holidays
• Pension scheme
• Bonus linked to company performance
• Flexible, supportive working environment
• Enhanced family benefits
• Health and life assurance benefits