Customer Service Manager

JR United Kingdom; Brighouse; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Service Manager to lead their Aftersales department in Brighouse. This role offers an exciting opportunity for a service-focused leader to enhance customer journeys, build strong teams, and resolve issues with care. You will be instrumental in developing service standards, driving performance, and ensuring satisfaction across all aftersales touchpoints. Join a stable and growing company that values service quality and employee development, and make a significant impact in a collaborative environment.

Qualifications

• Proven experience in customer service management, ideally in manufacturing.
• Strong leadership skills with a focus on team development and performance.

Responsibilities

• Lead the aftersales customer service team to deliver exceptional support.
• Manage escalated complaints and ensure service standards are met.
• Implement process improvements to enhance customer experience.

Skills

Customer Service Management

Leadership

Complaints Management

CRM Systems

Microsoft Office

Excel

Process Improvement

Communication Skills

Tools

CRM Systems

Microsoft Office

Excel

Job description

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We’re recruiting on behalf of a leading manufacturing business in the Brighouse area, looking to appoint an experienced Customer Service Manager to lead their Aftersales department.

This is a brilliant opportunity for a service-focused leader who thrives on improving customer journeys, building strong teams, and resolving issues with efficiency and care. The successful candidate will play a key role in developing service standards, driving performance, and ensuring customer satisfaction across all aftersales touchpoints.

Key Responsibilities:

• Lead and develop the aftersales customer service team to deliver exceptional support
• Manage escalated complaints through email, letter, and social media with a professional, solutions-driven approach
• Identify and implement process improvements to enhance the customer experience
• Work collaboratively with other departments to ensure a seamless customer journey
• Ensure team targets, KPIs, and service levels are consistently achieved
• Provide insight and support around risk, compliance, and service performance

What We’re Looking For:

• Proven experience in a customer service management role, within a manufacturing company, desirable in construction or fenestration setting
• Strong leadership and team development skills
• Confident handling complaints and resolving issues across multiple channels - must have experience in complaints management
• Comfortable working with CRM systems, Microsoft Office, and Excel
• A proactive, continuous improvement mindset with great communication skills

This is a fantastic chance to join a stable, growing company with a genuine focus on service quality and employee development.