Customer Service Manager

KHR - Recruitment Specialists; Colchester; On-site; GBP 40,000 - 50,000; Full time

Job summary

KHR - Recruitment Specialists in Colchester is seeking an experienced Customer Services Manager to lead and develop a customer service function within a growing, internationally operating manufacturing business.

This hands-on leadership role will shape the department, improve processes and systems, enhance the customer experience and drive commercial performance. You will own the team, introduce new ways of working and advocate for the voice of the customer across the business.

Qualifications

• Proven experience in a Customer Service or Customer Care management role with a track record of improving processes.
• Strong team leadership skills with experience coaching, developing and managing performance.
• Confident using CRM systems and order processing platforms, ideally Dynamics Business Central.
• Experience with workflow automation, KPI reporting and using data to drive improvements.
• Excellent communication, problem-solving and organisational skills; able to manage complex escalations.
• Experience with exports and shipping quotations; manufacturing/packaging sectors advantageous.
• German language skills would be beneficial.

Responsibilities

• Lead, coach and develop the Customer Service team, setting service standards, KPIs and targets.
• Drive improvements across processes, procedures and systems including CRM and workflow automation.
• Oversee enquiries, orders, technical queries and escalated complaints to maintain high service levels.
• Monitor feedback and performance data to identify opportunities for improvement.
• Collaborate with Sales, Production, Technical and Operations to improve communications.
• Coordinate order fulfilment, lead times, shipping and delivery updates.
• Identify upsell/cross-sell opportunities to support business growth.
• Lead system implementation projects and develop SOPs for efficiency.

Skills

Leadership

CRM systems

KPI reporting

Process improvement

Data analysis

German language

Tools

Business Central

CRM software

Helpdesk software

ERP systems

Job description

Customer Service Manager

Colchester

£40,000 - £50,000

Monday to Friday 8.30am to 5.00pm

Start Date - January 2027

KHR are recruiting for an experienced Customer Services Manager to lead and develop a customer service function within a growing, internationally operating manufacturing business.

This is a hands-on leadership role with the opportunity to shape the department, improve processes and systems, enhance the customer experience and drive commercial performance.

You'll take ownership of the customer service team, introduce new ways of working and act as the voice of the customer across the wider business.

Key Responsibilities:

• Lead, coach and develop the Customer Service team, setting clear service standards, KPIs and performance targets


• Drive improvements across customer service processes, procedures and systems, including CRM, helpdesk and workflow automation


• Oversee customer enquiries, order processing, technical queries and escalated complaints, ensuring a high standard of service


• Monitor customer feedback, service data and performance metrics to identify opportunities for improvement


• Work closely with Sales, Production, Technical and Operations teams to improve communication and customer satisfaction


• Coordinate order fulfilment, production lead times, shipping and delivery updates


• Identify opportunities to maximise upselling and cross-selling, supporting wider business growth


• Lead system implementation projects, develop SOPs and introduce more efficient ways of working

Candidate Profile

• Proven experience in a Customer Service or Customer Care management role, with a track record of improving processes and procedures


• Strong team leadership skills, with experience coaching, developing and managing performance


• Confident using CRM systems, order processing platforms and customer support tools, ideally including Business Central or Dynamics


• Experience with workflow automation, KPI reporting and using data to drive improvements


• Excellent communication, problem-solving and organisational skills, with the ability to manage complex customer escalations


• Experience with exports and shipping quotations


• Experience within manufacturing, packaging, textiles or technical products would be advantageous


• German language skills would also be beneficial