Customer Service Manager

AMOT; Bury St Edmunds; On-site; GBP 65,000 - 90,000; Full time

Job summary

AMOT is seeking an experienced Customer Service Manager to lead the EMEA Customer Services function. This leadership role owns the end-to-end customer experience, coaches a high-performing team, and acts as the internal voice for customers to drive growth and trust.

You will champion a proactive, professional service, remove friction across Sales, Operations, Engineering, Quality and Finance, and ensure exceptional communication with customers as you support double-digit growth and new business

Qualifications

• Proven experience leading customer service or customer experience teams in a B2B, industrial, or engineered-products environment.
• Strong people-leadership skills with coaching and development mindset.
• Experience using KPIs and process improvement to drive performance.
• Comfortable owning escalations and representing the customer internally.

Responsibilities

• Lead, develop and engage a high-performing Customer Services team with clear ownership.
• Own the end-to-end customer experience from quotation to fulfilment and aftercare.
• Drive performance through data, KPIs, root cause analysis and process improvements.
• Protect the business with compliance and contract review, and collaborate across functions.
• Handle change positively and respond to evolving priorities while supporting growth.

Skills

Leadership

KPI driven

Customer service

Cross-functional collaboration

Education

Degree-qualified or equivalent

Tools

Zendesk

IFS/MRP

Job description

Founded in 1948, AMOT is a leading global manufacturer of control, safety, and hazardous‑area solutions for engines, compressors, turbines, and other rotating equipment.

We serve customers across the oil & gas, marine, power generation, and transportation industries with a strong reputation for quality, reliability, engineering excellence, and customer trust. We aim to differentiate ourselves through a high level of customer service, support & communication.

At AMOT, we believe our success is built on our people. We empower our teams to go beyond expectations and play a meaningful role in delivering growth, innovation, and a trusted customer experience worldwide.

The Opportunity

We are seeking an experienced Customer Service Manager to lead and develop our Customer Services function across EMEA.

This is a leadership role, not a transactional processing role. You will own the end‑to‑end customer experience, build and coach a high‑performing team, and act as the internal voice of the customer — influencing how the wider business delivers for both existing customers and new business wins.

You will build and lead a high-quality trusted customer experience which is pivotal in supporting new customer wins and double‑digit growth. You will champion the customer internally, challenge friction in processes, and collaborate across Sales, Operations, Engineering, Quality, and Finance to remove barriers and drive performance.

What You’ll Be Responsible For

1. Lead, Develop and Engage Your Team

• Build a confident, high-performing Customer Services team with clarity of purpose and ownership.
• Drive Gallup engagement — create an environment where people feel motivated, valued, and accountable.
• Conduct regular development 1:1s, deliver real-time feedback, and maintain clear development plans.
• Lead annual performance management with fairness, rigor, and a coaching mindset.

2. Own the End-to-End Customer Experience

• Take ownership of the full customer journey — from initial quotation through order fulfilment and aftercare.
• Ensure proactive, accurate, and professional communication at every stage, keeping customers
• Listen to customer needs and propose effective, commercially sound
• Own and resolve escalations swiftly — minimise disruption and restore confidence when issues arise.
• Ensuring customers experience reliable, professional, and proactive communication.
• Lead and coach the team to improve style, sentiment and accuracy.
• Acting as the internal advocate for customers — challenging processes that create friction or risk trust.
• Clearly explaining customers’ perspective.
• Collaborating with Peers.
• Encourage cross functional face to face discussions.

3. Drive Performance through Data and Continuous Improvement

• Define and maintain customer centric and operational KPIs that drive focus and accountability.
• Use Pareto and root cause analysis to identify priorities and resolve recurring issues.
• Build scalable, efficient processes — leveraging IFS (MRP) and Zendesk to improve quality and
• Identify and implement process improvements that support future growth.
• Working closely with Sales, Operations, Engineering, Quality, and Finance to support growth and delivery performance.
• Successfully onboard new customers, supporting them through the first years to established account.
• Reports changes in customer engagement and behaviour that suggests our account with them is at risk.
• Develops market and customer knowledge to facilitate improved decision making and identify potential missed opportunity.

4. Protect the Business from Commercial and Compliance Risks

• Follow UK, European and US Export Compliance procedures
• Contract review terms and conditions
• Collaborate with Sales and Finance to recommend Payment terms

5. Other

• Keep abreast of changes to Company Policies and Procedures, AMOT Terms and Conditions ensuring the same are adhered to and met
• Respond to change positively and productively and handle other tasks and projects as may be required.

What Success Looks Like

• A confident, engaged Customer Services team operating with clarity and ownership.
• Improved customer satisfaction, trust, and retention.
• Strong cross‑functional collaboration and influence.
• A team that communicates with care, clarity and a positive sentiment.
• Clear performance visibility through meaningful customer and business KPIs.
• Tangible contribution to new business wins and repeat business.
• A sales team focused on Business Development and less on account management tasks.

What We’re Looking For

• Proven experience leading customer service or customer experience teams in a B2B, industrial, or engineered‑products environment.
• Strong people‑leadership skills, with a coaching and development mindset.
• Experience using KPIs and process improvement to drive performance.
• Comfortable owning escalations and representing the customer internally.
• Collaborative, pragmatic, and confident working across functions.
• Degree‑qualified or equivalent experience.

AMOT Leadership Expectations

• Champions a first‑class customer experience and translates it into day‑to‑day priorities.
• Leads through people, not personal task execution.
• Uses KPIs to drive decisions and improvement.
• Represents the customer perspective with confidence.
• Collaborates closely with peers to implement Operational excellence and remove barriers to progress.
• Builds capability and leaves the function stronger and scalable.
• Growth mindset, comfortable giving and receiving constructive feedback.