Customer Service Manager

UBT; Leeds; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Birthday off

Free weekly team lunches

Autonomy to drive improvements and CX

Job summary

UBT is seeking an experienced Customer Service Manager to lead a growing customer operations function across the UK. The role oversees a team of eight and an outsourced operation, driving service excellence and operational efficiency.

You will balance people management with process improvements, ensuring strong communication with Sales, Purchasing and Warehouse teams to maintain a high level of customer satisfaction and seamless order processing.

Qualifications

• Experience managing customer service or operations teams.
• Strong leadership and people management skills.
• Experience with remote or outsourced teams is a plus.
• Excellent communication and stakeholder management.

Responsibilities

• Lead, coach and develop a team of eight customer service and order processing professionals.
• Ensure enquiries, quotations, orders and amendments are handled accurately within service levels.
• Drive high standards of customer service, satisfaction and team performance.
• Manage workloads to ensure efficient day-to-day operations.
• Monitor and improve KPIs: response times, service levels, order accuracy, satisfaction.
• Escalation point for complex issues.
• Collaborate with internal departments to improve service delivery.
• Identify and implement process improvements to reduce errors.
• Conduct regular one-to-one meetings, reviews and coaching.
• Support recruitment, onboarding, training and improvement initiatives.

Skills

Team leadership

Customer service

CRM systems

Outsourced teams

Stakeholder management

Process improvement

Tools

CRM systems

Order processing systems

Job description

Department: Customer Service

An Excellent Opportunity to Lead a Growing Customer Operations Team

Our client is seeking an experienced and motivated Customer Service Manager to lead a well-established customer operations function and play a key role in driving service excellence across the business.

Managing a team of eight employees across the UK and an outsourced operation, this is an exciting opportunity for a customer-focused leader to take ownership of a critical function within a growing organisation. You'll be responsible for ensuring the smooth day-to-day running of the department, developing team performance and implementing improvements that enhance both customer experience and operational efficiency.

Working closely with Sales, Purchasing and Warehouse teams, you will help ensure customers receive a consistently high level of service whilst supporting the efficient processing of orders, quotations and enquiries.

The Role

This is a hands-on management position with responsibility for leading, coaching and developing both in-house and outsourced teams. You'll provide clear direction, manage performance, monitor service levels and drive continuous improvement across customer service and order processing activities.

The successful candidate will be comfortable operating in a fast-paced environment, balancing people management with operational oversight and process improvement. You will act as a key link between departments, helping to improve communication, resolve challenges and ensure a seamless customer journey.

Key Responsibilities

• Lead, coach and develop a team of eight customer service and order processing professionals.
• Ensure customer enquiries, quotations, orders and amendments are handled accurately and within agreed service levels.
• Drive high standards of customer service, customer satisfaction and team performance.
• Manage workloads and resources to ensure efficient day-to-day operations.
• Monitor and improve key performance indicators, including response times, service levels, order accuracy and customer satisfaction.
• Act as the escalation point for complex customer and operational issues.
• Work collaboratively with internal departments to improve communication, service delivery and efficiency.
• Identify and implement process improvements to reduce errors and enhance the customer experience.
• Conduct regular one-to-one meetings, performance reviews and coaching sessions.
• Support recruitment, onboarding, training and continuous improvement initiatives.

Requirements

To be successful in this role, you will have:

• Previous experience managing customer service, customer support or operational teams.
• Strong leadership and people management skills.
• Experience managing remote or outsourced teams would be advantageous.
• Excellent communication, organisational and stakeholder management skills.
• The ability to manage multiple priorities within a fast-paced environment.
• Strong problem-solving and decision-making capabilities.
• A customer-focused approach with a proactive mindset.
• Experience implementing process improvements and driving team performance.
• Good working knowledge of CRM and order processing systems.
• A hands-on management style with the ability to lead by example.

What Success Looks Like

Success in this role will be demonstrated through:

• A well-managed, organised and efficient operation.
• Improved communication and collaboration across departments.
• Faster response times and increased customer satisfaction.
• Reduced processing errors and operational issues.
• A motivated, engaged and accountable team.
• Consistent achievement of service level targets and departmental KPIs.
• Improved operational efficiency and workflow management.
• Competitive salary of £40,000 – £50,000 per annum plus monthly bonus
• Birthday off each year
• Free weekly team lunches
• A fun, friendly and supportive working environment
• The opportunity to make a genuine impact within a growing business
• Autonomy to drive improvements and influence the customer experience
• Ongoing opportunities for personal and professional development

If you are an experienced customer service leader looking for your next challenge, we would be delighted to hear from you.