Customer Service Manager

Rays Industrial Inspection Services (Pvt.) Ltd.; Birmingham; On-site; GBP 50,000 - 70,000; Full time

Job summary

A global organisation in inspection services seeks a Customer Service Manager based in Birmingham. You will lead a team, enhancing service standards and operational processes across UKIMEA. Applicants should have B2B customer service team leadership experience and strong CRM knowledge. This role offers an opportunity for strategic impact in a fast-paced environment.

Qualifications

• Proven experience leading customer service teams in a B2B environment.
• Strong people leadership skills with a coaching-focused approach.
• Background in supply chain or manufacturing environments.

Responsibilities

• Lead and develop a regional customer service team of approximately 11 direct reports.
• Act as a trusted business partner to senior commercial stakeholders.
• Drive a culture of excellence across customer service operations.

Skills

Team leadership

Stakeholder management

CRM knowledge

Analytical mindset

Process improvement

Communication

Commercial awareness

Coaching

Tools

ERP systems (JDE/SAP)

Job description

Are you an inspiring leader who is passionate about delivering exceptional customer experience and driving service excellence across international regions? Would you enjoy working in a fast-paced, commercially focused environment where you can influence change and shape strategy?

We are delighted to be supporting a globally recognised, market-leading organisation in the search for a Customer Service Manager to lead, motivate and develop a high-performing customer service function covering the UK, Ireland, Middle East and Africa (UKIMEA) region. Based at their impressive Birmingham offices, you will play a key role in championing service standards, enhancing operational processes and building strong internal and external relationships.

As Customer Service Manager, You Will

• Lead and develop a regional customer service team of approximately 11 direct reports
• Act as a trusted business partner to senior commercial stakeholders
• Drive a culture of excellence across customer service operations
• Oversee regional escalations, ensuring timely and effective resolution
• Analyse service performance and provide KPI insights to regional sales teams
• Champion process improvement and systems enhancement
• Collaborate with cross-functional teams including supply chain, logistics, finance and sales
• Provide operational oversight of order management, CRM processes and reporting
• Lead a Business Systems Specialist to support systems innovation and training

To Succeed In This Role, You Will Bring

• Proven experience leading and developing customer service teams in a B2B environment
• Strong people leadership skills with a hands-on, coaching-focused approach
• Background in supply chain, manufacturing or technical product environments
• Experience working cross-functionally within complex, international businesses
• Strong CRM knowledge and confidence working with ERP systems (JDE/SAP desirable)
• Analytical mindset with a process-driven approach to solving problems
• Excellent stakeholder management and communication skills
• Commercial awareness with the ability to balance customer needs and business priorities
• Resilience, initiative and the ability to thrive in a fast-paced setting

If you are a passionate leader who inspires teams to deliver service excellence and are eager to make a strategic impact in a global organisation, we would love to hear from you.

We are an equal opportunities employer who welcomes applications from all.