Customer Service Manager

K H Recruitment Limited; Essex; On-site; GBP 40,000 - 50,000; Full time

Job summary

K H Recruitment Limited in Colchester, Essex is seeking a Customer Service Manager to lead and develop a growing manufacturing customer service function. This hands-on leadership role focuses on shaping the department, improving processes and systems, and driving commercial performance.

You will own the customer service team, implement new ways of working and act as the voice of the customer across the business. Start date January 2027, salary £40,000 – £50,000, Monday to Friday.

Qualifications

• Proven experience in a Customer Service or Customer Care management role.
• Strong team leadership with a track record of coaching and performance management.
• Confident in using CRM systems, order processing platforms and customer support tools (ideally Dynamics).
• Experience with workflow automation and data-driven process improvements.
• Excellent communication, problem-solving and organizational skills handling complex escalations.

Responsibilities

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

Skills

Leadership

CRM systems

Microsoft Dynamics 365

Workflow automation

KPI reporting

Exports & shipping quotations

Tools

Microsoft Dynamics 365

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