Customer Service Manager

Bowmay Consulting Ltd; Burnley; On-site; GBP 32,000 - 42,000; Full time

Job summary

Bowmay Consulting Ltd is seeking an experienced Customer Service Manager to lead a busy care team within a manufacturing environment. You will drive service performance, coach staff, and help senior management improve processes and the overall customer journey.

The role involves monitoring KPIs, handling escalations, producing regular performance reports, and building strong customer relationships to ensure timely, effective responses across all departments.

Qualifications

• Experience leading a customer-facing team.
• Strong communication and relationship-building skills.
• Customer-first approach with commercial awareness.
• Confidence managing performance and difficult conversations.
• Good analytical skills to interpret KPIs and reports.
• Excellent organisation and attention to detail.
• Hands-on, supportive management style.
• IT-savvy and comfortable using multiple systems and AI tools.

Responsibilities

• Lead, motivate and develop a team of customer service professionals.
• Monitor team and individual performance against KPIs.
• Hold regular 1-to-1s, provide coaching and feedback.
• Oversee daily workloads and ensure the team is adequately resourced.
• Support the resolution of complex customer queries and act as an escalation point.
• Build strong customer relationships and support opportunities to develop existing business.
• Manage and follow up enquiries, ensuring opportunities are progressed effectively.
• Monitor service levels, outstanding work and customer commitments.
• Produce and analyse regular performance and sales reports.
• Identify trends and recommend improvements to processes and performance.
• Work collaboratively with other departments to ensure a smooth customer journey.

Skills

Team leadership

KPI monitoring

Coaching

Communication

Stakeholder management

Problem-solving

IT-savvy

Customer focus

Tools

CRM software

Job description

We’re looking for an experienced Customer Service Manager to join a growing business and take responsibility for the day-to-day leadership and performance of a busy customer care team.

Working closely with senior management, you’ll help drive performance, develop your team and identify opportunities to improve processes and the overall customer experience.

The Role

As Customer Service Manager, you will:

• Lead, motivate and develop a team of customer service professionals.
• Monitor team and individual performance against agreed KPIs.
• Hold regular 1-to-1s, provide coaching and give constructive feedback.
• Oversee daily workloads and ensure the team is adequately resourced.
• Support the resolution of complex customer queries and act as an escalation point.
• Build strong customer relationships and support opportunities to develop existing business.
• Manage and follow up enquiries, ensuring opportunities are progressed effectively.
• Monitor service levels, outstanding work and customer commitments.
• Produce and analyse regular performance and sales reports.
• Identify trends and recommend improvements to processes and performance.
• Work collaboratively with other departments to ensure a smooth customer journey.

About You

We’re looking for a positive, driven and commercially aware people leader who genuinely enjoys developing others and delivering great customer service.

Ideally you'll have previous experience of working within a busy manufacturing environment.

You may already be working as a Customer Care Team Leader or similar, or you could be an experienced Senior Customer Service Advisor ready to take the next step into leadership.

You’ll ideally have:

• Experience leading or supervising a customer-facing team.
• Strong communication and relationship-building skills.
• A customer-first approach combined with commercial awareness.
• Confidence managing performance and having difficult conversations when required.
• Good analytical skills and the ability to interpret KPIs and reports.
• Excellent organisation and attention to detail.
• A proactive approach to problem-solving and continuous improvement.
• The ability to work confidently with senior stakeholders.
• A hands-on, supportive management style.
• You should IT-savvy and be used to working across multiple systems as well as utilising the AI functions.

Most importantly, we’re looking for someone who can bring energy to a team, lead from the front and turn objectives into consistent day-to-day delivery.

If you’re an experienced customer service professional looking for a role where you can make a genuine difference to both your team and the wider customer experience, we’d love to hear from you.