Customer Service Manager

TN United Kingdom; Lincoln; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Customer Service Manager to lead a high-performing team focused on delivering exceptional service. This full-time role involves developing strategies, enhancing customer experience, and driving operational efficiency. The ideal candidate will have a strong background in the Commercial and Industrial sector, with proven experience in team management and customer satisfaction. Join a forward-thinking company committed to transforming waste management and resource recovery, where your contributions can make a significant impact on a greener future.

Qualifications

• 5+ years of experience in a structured, target-driven business environment.
• Strong background in the Commercial and Industrial sector.

Responsibilities

• Lead and coach the customer services team for exceptional service delivery.
• Develop and implement customer services strategy for the C&I division.

Skills

Team Leadership

Customer Satisfaction

Business Improvement

Change Management

Communication Skills

Financial Management

Tools

CRM Systems

KPI Reporting

Job description

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Customer Service Manager

Salary – Competitive
Hours – 40 hours per week
Location – Lincoln, Lincolnshire

As a Customer Service Manager at FCC Environment, you will lead a high-performing team to deliver exceptional service to our Commercial and Industrial (C&I) customers. You'll drive improvements, lead on customer experience, and ensure operational efficiency.

This is a full-time position, working five days per week.

What Will You Be Doing?

- Developing and implementing the customer services strategy for the C&I division
- Leading and coaching the customer services team to ensure top-tier service delivery
- Acting as CRM and systems super user; providing training and driving process improvements
- Handling service changes, complaints, and refunds professionally and efficiently
- Creating and monitoring KPIs to enhance the customer experience
- Developing and executing a customer retention plan
- Driving continuous improvement through innovation and performance tracking
- Ensuring compliance with company standards, and safety, environmental, and HR policies
- Liaising with external service providers to optimise regional customer offerings

What Are We Looking For?

- A strong background in the Commercial and Industrial sector (essential)
- A minimum of five years’ experience in a structured, target-driven business environment
- Demonstrated success in business improvement and service enhancement
- Experience managing teams and driving customer satisfaction
- Solid knowledge of waste industry services
- Skilled in reporting, KPIs, and CRM systems
- Commercially aware, with strong financial and people management capabilities
- Excellent communication, leadership, and change management skills
- The ability to influence at senior levels and build long-term relationships
- Resilient, results-driven, and highly customer-focused

About Us

FCC Environment is one of the UK’s leading waste and resource management companies. We’re committed to reducing landfill waste and transforming it into valuable resources. With over 200 operating sites and 4,200 employees across the UK, we’re shaping a greener future.

Now more than ever, the recycling and waste management industry is in the spotlight. We need people who are up for the challenge—people with ideas, passion, and the drive to make a difference. We need you.

FCC Environment is an equal opportunities employer. We value diversity and are strongly committed to providing equal employment opportunities for all.

How to Apply

If you are an experienced team leader with a passion for service excellence, apply now to become our next Customer Service Manager.

Apply Now