Customer Service Manager

UBT

Leeds

On-site

GBP 40,000 - 50,000

Full time

8 days ago

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Benefits offered by this job

Monthly bonus

Birthday off each year

Free weekly team lunches

Friendly, supportive working culture

Autonomy to drive improvements

Development opportunities

Job summary

UBT is seeking an experienced Customer Service Manager to lead a growing customer operations function in Leeds. You will oversee a team across the UK and an outsourced partner, driving service excellence while coordinating with Sales, Purchasing and Warehouse teams to ensure smooth order processing and exceptional customer experiences.

The role focuses on hands-on leadership, performance coaching and ongoing improvements to people, processes and systems in a fast-paced environment.

Qualifications

Experience leading customer service or operations teams.
Strong leadership and people management skills.
Experience managing remote or outsourced teams advantageous.
Excellent communication, organisational and stakeholder management skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong problem-solving and decision-making abilities.
Customer-focused mindset with proactive approach.
Good working knowledge of CRM and order processing systems.
Hands-on management style with leadership by example.

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 and resources for efficient day-to-day operations.
Monitor and improve KPIs like response times and order accuracy.
Act as escalation point for complex customer and operational issues.
Collaborate with internal departments to improve service delivery and efficiency.
Identify and implement process improvements to reduce errors.
Conduct regular one-to-one meetings, performance reviews and coaching.
Support recruitment, onboarding, and continuous improvement initiatives.

Skills

Leadership

People management

Customer service

Stakeholder management

CRM

Remote/outsourced teams

Order processing

Communication

Tools

CRM software

Order processing systems

Job description

Customer Service Manager

Salary: £40,000 – £50,000 per annum plus monthly bonus

Location: Leeds

Department: Customer Service

Reporting To: Internal Sales Manager

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: