Customer Service Manager

BMS Performance; Preston; On-site; GBP 34,000 - 38,000; Full time

Benefits offered by this job

Work-life balance

Career development

Competitive benefits

Job summary

BMS Performance Ltd. in Preston is seeking a Customer Service Team Leader to guide a small team of five advisers at our site. You will coach, conduct 1-2-1s, review performance, and ensure smooth order processing while maintaining service levels.

You will collaborate with supply chain, finance and sales, handle inquiries, potential upsell opportunities, and monitor KPIs. The role offers a competitive benefits package and a supportive, team-focused culture with a clear path for development.

Qualifications

• Experience in customer service, order management or a commercial / sales support role.
• Experience leading, supervising or mentoring others, or ready to take your first step into team leadership.
• Excellent communication skills with a calm, solutions-focused approach.
• Organised and detail-oriented, comfortable working to targets and deadlines.

Responsibilities

• Lead, coach and motivate a team of five, including 1-1s, performance reviews and development plans.
• Oversee quotations, order processing and tracking, handling customer enquiries and issues in a professional manner.
• Handle queries, complaints and returns, taking them through to a positive outcome.
• Make customer follow-up calls and spot opportunities to upsell and cross-sell.
• Work closely with supply chain, finance and sales colleagues to keep orders on track.
• Manage workloads, holidays and cover so service levels stay consistent.
• Report on team KPIs and help improve processes, including involvement in system testing and rollouts.

Skills

Customer service experience

Order management

Sales support

Leadership/mentoring

MS Office

SAP (bonus)

Tools

SAP

Job description

Customer Service Team Leader

Preston area, Lancashire | Monday to Friday | Office-based | £35,000 basic + benefits

Ready to step up and lead a customer service team?

Our client is a well-established, market-leading manufacturer with a strong reputation for service. They are looking for a Customer Service Team Leader to lead a friendly, close-knit team of five Customer Service Advisers at their site in the Preston area.

The role

• Lead, coach and motivate a team of five, including 1-1s, performance reviews and development plans
• Oversee quotations, order processing and tracking, handling customer enquiries and issues in a professional manner. You may also support the field sales team and customers around sample requests and deliveries.
• Handle queries, complaints and returns, taking them through to a positive outcome
• Make customer follow-up calls and spot opportunities to upsell and cross-sell
• Work closely with supply chain, finance and sales colleagues to keep orders on track
• Manage workloads, holidays and cover so service levels stay consistent
• Report on team KPIs and help improve processes, including involvement in system testing and rollouts

About you

• Experience in customer service, order management or a commercial / sales support role
• Experience leading, supervising or mentoring others, or ready to take your first step into team leadership
• A natural relationship builder with excellent communication skills and a calm, solutions-focused approach
• Organised and detail-oriented, comfortable working to targets and deadlines
• Confident with MS Office and order processing systems (SAP experience is a bonus)

What’s on offer

• £35,000 basic salary
• Monday to Friday hours with a good work-life balance
• A supportive, genuinely team-focused culture
• The chance to make a real difference, with clear scope for development
• A competitive benefits package

Location

Preston area, easily reached from Leyland, Chorley, Blackburn and the surrounding areas. Ideal if you live within a 30-40 minute commute. Free onsite parking but also well served by buses.