Customer Service Manager

Johnsons Workwear; Hadleigh; In loco; GBP 42.000 - 58.000; Tempo pieno

Vantaggi offerti da questo lavoro

Share Save Scheme

Private healthcare

Wellbeing programme

Company pension scheme

Life assurance

Leadership academy

Descrizione del lavoro

Johnsons Workwear is seeking an experienced Customer Service Manager to lead our CS function in the UK. You will drive customer satisfaction, strengthen relationships, and manage a high-performing team focused on service excellence.

The role requires a customer-focused leader who thrives in a fast-paced environment, analyses performance data and customer feedback, and makes informed decisions to continuously improve service delivery and operational performance.

Competenze

• Proven leadership in customer service management.
• Track record of delivering service excellence.
• Ability to analyse performance data and customer feedback."

Mansioni

• Oversee customer service department performance.
• Act as primary contact for key customers.
• Lead resolution of complaints and escalations promptly.
• Conduct regular customer reviews and site visits.
• Collaborate with Production, Transport, Stockroom and Sales.
• Coach and develop Customer Service Executives and Coordinators.
• Manage team performance, training and resource planning.
• Analyse feedback and KPIs to identify trends and improvements.
• Prepare and review customer service reports.
• Support contract renewals and debt management.
• Maintain accurate customer records and logs.

Conoscenze

Leadership in CS

Performance analysis

Stakeholder management

Team coaching

Descrizione del lavoro

We are currently seeking an experienced Customer Service Manager to lead our customer service function and ensure the delivery of exceptional service across our customer base. This role is responsible for driving customer satisfaction, strengthening client relationships, and leading a high-performing team focused on delivering service excellence.

This role is ideal for a customer-focused leader who thrives in a fast-paced environment, can analyse performance data and customer feedback, and is confident making informed decisions to continuously improve service delivery and operational performance.

The Role

As Customer Service Manager, you will be responsible for the overall performance of the customer service department, overseeing customer relationships, team development, service quality, and continuous improvement.

Your responsibilities will include:

• Acting as the primary point of contact for key customers, building strong and lasting customer relationships
• Managing customer expectations and ensuring agreed service levels are consistently achieved
• Leading the resolution of customer complaints, service issues, and escalations in a professional and timely manner
• Conducting regular customer reviews, account meetings, and site visits to strengthen partnerships and identify opportunities for improvement
• Working closely with Production, Transport, Stockroom, and Sales teams to ensure seamless service delivery
• Supporting the onboarding of new customers and ensuring a smooth transition into operational processes
• Leading, coaching, and developing Customer Service Executives, Coordinators, and Operational Processing teams
• Managing team performance, training, resource planning, absence management, and employee development
• Analysing customer feedback, complaints, and service performance data to identify trends and improvement opportunities
• Producing and reviewing customer service KPIs, satisfaction metrics, and operational reports to drive continuous improvement
• Supporting the management of customer accounts, contract renewals, service agreements, and debt management activities
• Ensuring customer records, communication logs, and reporting data are maintained accurately and in line with company standards

What We Offer

This role includes a comprehensive benefits package, including:

• Access to a company Share Save Scheme
• Private healthcare
• Employee wellness programme and referral scheme
• Company pension scheme
• Life assurance
• Access to an award-winning training academy focused on leadership development and career progression

About Us

Johnsons Workwear is one of the UK's leading providers of textile service solutions, supplying thousands of customers across a wide range of industries, including food manufacturing, engineering, motor trade, healthcare, and specialist industrial environments.

Our customers range from large multinational organisations to independent family-run businesses, and we pride ourselves on delivering consistently high standards of service. We are independently reviewed by our customers each year and are recognised as a high-performing provider within our sector.

We are an employee-focused organisation, committed to developing our people and building strong leadership capability across the business.