Customer Service Manager

BMS Engineering Recruitment; Bolton; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading company in the healthcare and medical devices sector is seeking a Customer Service Manager to oversee a high-performing team in Bolton. The role involves managing daily operations, improving processes, and ensuring exceptional service standards while working in a collaborative environment. Ideal candidates will possess leadership experience, strong interpersonal skills, and a passion for customer satisfaction, alongside a compensation package reflective of experience.

Benefits

Company pension scheme

Qualifications

• Experience managing or leading a customer service team.
• Strong communication and interpersonal skills.
• Comfortable analyzing data and reporting on performance metrics.

Responsibilities

• Lead, coach, and develop a customer service team.
• Manage escalated queries and ensure timely resolution.
• Monitor and report on service KPIs and identify areas for improvement.

Skills

Interpersonal skills

Problem-solving

Conflict resolution

Tools

CRM platforms

Digital communication tools

Job description

Customer Service Manager

Healthcare / Medical Devices

• Lead a high-performing customer service team
• Contribute to the Senior Leadership team
• Shape customer experience strategy and service delivery

Brief Overview of the Role – Customer Service Manager

This is a key leadership role responsible for managing a team of eight and overseeing all internal and external communication across global markets. The Customer Service Manager will ensure exceptional service standards, handle escalations, and continuously improve processes that support customers and internal teams alike.

Key Responsibilities:

• Lead, coach, and develop a customer service team to achieve performance goals
  * Oversee day-to-day customer service operations across multiple communication channels
  * Manage escalated queries and ensure timely, effective resolution
  * Monitor and report on service KPIs, identifying trends and areas for improvement
  * Collaborate with cross-functional departments to streamline customer touchpoints
  * Contribute to and lead initiatives for improving the customer experience
  * Conduct one to ones, development reviews

About the Company Looking for a Customer Service Manager:

A well-established, globally operating organisation in the healthcare and medical device industry. Known for innovation, quality, and a people-focused culture, they offer an opportunity to influence customer outcomes while working in a supportive, collaborative environment

Job Requirements for Customer Service Manager:

We’re looking for an experienced customer service leader with strong interpersonal skills and a passion for process improvement.

• Demonstrated experience managing or leading a customer service team
• Excellent communication and interpersonal skills
• Strong problem-solving and conflict resolution capabilities
• Experience working in fast-paced, customer-centric environments
• Competency with CRM platforms and digital communication tools
• Comfortable analysing data and reporting on performance metrics
• Happy to commute to office in Bolton

The Benefits for Customer Service Manager:

• £40 to £50,000 (commensurate with experience)
• Company pension scheme
• Office based – Bolton