Customer Service Manager

Emmerson Kitney Finance & Business Support; Brough; On-site; GBP 32,000 - 42,000; Full time

Job summary

Emmerson Kitney Finance & Business Support is seeking a Customer Service Manager in East Yorkshire. This full-time, permanent role focuses on delivering a customer-first culture and driving service improvements across functions.

You will lead a small team, manage escalations, analyse feedback and collaborate with Sales, Operations, Quality, Supply Chain and Finance to enhance customer satisfaction.

Qualifications

• Experience in customer experience, customer excellence, customer service or account management.
• Proven ability to improve customer satisfaction and service performance.
• Strong relationship-building and stakeholder management skills.
• Excellent communication and problem-solving abilities.
• The confidence to influence people across different business functions.
• Strong organisational skills and the ability to manage competing priorities.

Responsibilities

• Championing a customer-first culture across the business.
• Acting as the voice of the customer internally.
• Building and maintaining strong relationships with key customers.
• Leading the effective resolution of customer issues and escalations.
• Analysing feedback, complaints and performance data to identify trends.
• Investigating the root causes of recurring customer issues.
• Developing and implementing customer-focused improvement initiatives.
• Working across Sales, Operations, Quality, Supply Chain and Finance.
• Establishing effective customer feedback processes.
• Monitoring customer satisfaction and service performance.
• Providing insight and recommendations to the leadership team.
• Leading, coaching and developing a small customer-focused team.

Skills

Customer experience

Stakeholder management

CRM systems

Communication

Problem solving

Leadership

Job description

Job Title: Customer Service Manager

Location: East Yorkshire

Hours: Full-time, Monday to Friday

Contract: Permanent

An exciting opportunity has arisen for an experienced Customer Service Manager to join a growing organisation in East Yorkshire. This influential role will be responsible for developing a customer-first culture and ensuring customer needs are reflected in operational and strategic decisions. You will build strong relationships, manage customer escalations and use feedback and performance data to identify and deliver service improvements. As a hands-on leader, you will balance longer-term improvement projects with day-to-day customer support.

Why this role stands out

• Shape the customer experience strategy within a growing business
• Champion the voice of the customer across the organisation
• Lead meaningful improvements to customer satisfaction and retention
• Work closely with multiple departments to improve service delivery
• Lead and develop a small customer-focused team
• Combine strategic projects with hands-on customer engagement

What you'll be doing

• Championing a customer-first culture across the business
• Acting as the voice of the customer internally
• Building and maintaining strong relationships with key customers
• Leading the effective resolution of customer issues and escalations
• Analysing feedback, complaints and performance data to identify trends
• Investigating the root causes of recurring customer issues
• Developing and implementing customer-focused improvement initiatives
• Working across Sales, Operations, Quality, Supply Chain and Finance
• Establishing effective customer feedback processes
• Monitoring customer satisfaction and service performance
• Providing insight and recommendations to the leadership team
• Leading, coaching and developing a small customer-focused team

What we're looking for

• Experience in customer experience, customer excellence, customer service or account management
• A proven ability to improve customer satisfaction and service performance
• Strong relationship-building and stakeholder management skills
• Excellent communication and problem-solving abilities
• The confidence to influence people across different business functions
• Strong organisational skills and the ability to manage competing priorities
• A proactive, resilient and adaptable approach
• A genuine passion for delivering exceptional customer experiences
• Experience using CRM systems and standard Microsoft applications

It would be advantageous if you have

• Experience in a B2B environment would be advantageous
• Used customer feedback and performance data to drive improvements
• Previous experience leading or developing a customer-facing team

We aim to respond personally to every applicant. However, if you have not heard from us within 14 days, unfortunately your application has been unsuccessful