Customer Service Manager

Crossfit Sandyford; Daventry; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A respected UK business is looking for an experienced Customer Service Manager to lead a dedicated team. The role involves managing customer service operations and ensuring the delivery of excellent customer experiences. The ideal candidate will have proven leadership skills with a strong background in B2B operations, and the ability to effectively handle escalations while maintaining a high level of service quality. This position offers a hybrid working model and extensive professional development opportunities.

Benefits

25 days holiday plus bank holidays

EV Salary Sacrifice Scheme

Company Pension

Private healthcare

Ongoing professional development opportunities

Qualifications

• Proven experience leading a customer service or sales support team.
• Strong understanding of B2B customer operations.
• Calmly manage customer escalations.

Responsibilities

• Lead and develop a team of customer service professionals.
• Manage incoming customer queries and after-sales requests.
• Oversee the CRM for data accuracy.

Skills

Leadership

Communication

CRM systems knowledge

Analytical skills

Problem resolution

Tools

Salesforce

HubSpot

Job description

Role Overview

Pimlico Banks Recruitment are working with a respected UK business seeking an experienced Customer Service Manager to lead a small, high-performing team supporting customers, sales, and operational delivery. This is a hands-on leadership role where you will manage day-to-day service operations, oversee the CRM system, and ensure customers receive a consistently excellent experience.

Key Responsibilities

• Lead, coach and develop a team of customer service professionals
• Manage all incoming customer queries, orders and after-sales requests
• Oversee and maintain the company CRM to ensure data accuracy and workflow efficiency
• Handle customer escalations and complex problem resolution
• Collaborate with sales, operations and finance to deliver a seamless customer experience
• Track and report on service metrics such as SLAs, response times and satisfaction levels
• Drive process improvements to enhance team performance and service quality
• Support sales support functions to enable smooth order flow and client communication

About You

You will be an experienced Customer Service Manager, Customer Services Manager, or Sales Support Manager with a strong background in B2B customer operations. Youll bring a balance of leadership, commercial awareness and customer focus.

Essential Skills And Experience

• Proven experience leading a customer service or sales support team
• Strong understanding of CRM systems (Salesforce, HubSpot or similar)
• Excellent communication and stakeholder management skills
• Ability to manage customer escalations calmly and effectively
• Strong organisational and analytical skills
• Experience working cross-functionally with sales, logistics and finance

Whats On Offer

• Hybrid working pattern (4 office and 1 home initially then 3/2)
• 25 days holiday plus bank holidays
• EV Salary Sacrifice Scheme
• Company Pension
• Private healthcare or wellbeing support
• Ongoing professional development opportunities

Why Apply

This is an exciting opportunity to take ownership of a key function within a growing, forward-thinking business. Youll have the autonomy to improve systems, processes and customer experience while leading a capable and motivated team. If you are an experienced Customer Service Manager, Customer Services Manager, or Sales Support professional looking for a rewarding leadership role, apply now for immediate consideration.