Customer Service Manager

Sikaag; Welwyn Garden City; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

EV/PHEV Company Car Fleet or Car Cash

Bonus Scheme

Holiday 25 days + bank holidays

Hybrid Working

Core Hours

Private healthcare

Group life cover

Income Protection

Maternity/Paternity pay

Staff discount & Cycle to Work

Service Awards

Discounted Sika products

Job summary

Sika in Welwyn Garden City is seeking a Customer Service Manager to lead a high-performing team and deliver a consistent, outstanding customer experience across multiple manufacturing and warehouse locations.

You will balance priorities, drive continuous improvement, and collaborate with a wide range of stakeholders to influence service excellence and strategic decisions. This role suits an experienced customer service leader seeking broader operational impact.

Qualifications

• 3 years+ proven experience leading and developing high-performing customer service teams.
• Passion for delivering exceptional customer experiences and driving continuous improvement.
• Strong leadership skills with the ability to inspire, coach and influence others.
• Experience using customer insight, service metrics and KPIs to drive performance improvements.
• Excellent stakeholder management across multiple business functions.
• Commercial awareness with a forward-thinking approach to problem solving and change management.

Responsibilities

• Lead customer service operations across multiple sites, delivering consistent outstanding experiences.
• Develop and coach a high-performing Customer Services team to drive accountability and development.
• Shape the customer experience by driving service improvements and operational performance.
• Collaborate with Sales, Supply Chain, Logistics and Operations to deliver outcomes.
• Play a key leadership role within a global organisation, influencing senior stakeholders.

Skills

Team leadership

Customer experience

Stakeholder management

KPI & service metrics

Change management

Commercial awareness

Job description

About Customer Service

Customer Service plays a critical role in delivering Sika's customer-first strategy. Acting as the link between our customers and the wider business, the team is responsible for creating seamless customer experiences and resolving challenges quickly and professionally.

Our Customer Services function is on a continual improvement journey, focused on enhancing service performance, improving customer outcomes, increasing operational efficiency and developing future talent. This is a highly visible role that offers the opportunity to influence both the customer experience and the way we work across the business.

Purpose of the Role

As Customer Service Manager you will lead a high-performing team responsible for delivering a consistent and recognisable outstanding customer experience. This is a broad and challenging role within a complex operational environment, supporting multiple manufacturing plants and warehouse locations. You will balance competing priorities, collaborate with a wide range of stakeholders and ensure a seamless customer experience, all whilst driving service excellence, developing team capability and championing continuous improvement initiatives.

It is an excellent opportunity for an experienced customer service leader looking to broaden their impact and take on greater operational complexity. Through your leadership, you will help create a culture that puts the customer at the heart of everything we do.

The Opportunity

Lead customer service operations across multiple manufacturing and warehouse locations, managing complex operational challenges and collaborating with stakeholders across Supply Chain, Logistics, Operations and Sales to deliver exceptional customer outcomes.

Lead and develop a talented Customer Services team, creating a culture of accountability, engagement and continuous development.

Shape and enhance the customer experience by driving service improvements, improving operational performance and influencing business-wide decision making through customer insight.

Play a key leadership role within a globally recognised organisation, partnering with stakeholders across Sales, Supply Chain, Logistics and Operations to deliver exceptional customer outcomes.

Requirements

• Minium experience of 3 years proven experience leading and developing high-performing customer service teams.
• A passion for delivering exceptional customer experiences and driving continuous improvement.
• Strong leadership skills with the ability to inspire, coach and influence others.
• Experience using customer insight, service metrics and KPIs to drive performance improvements.
• Excellent stakeholder management skills with the ability to collaborate across multiple business functions.
• Commercial awareness with a forward-thinking approach to problem solving and change management.

The successful applicant must demonstrate their right to work in the UK prior to commencing employment.

If you're an ambitious leader who enjoys developing people, improving performance and making a genuine difference to the customer experience, we'd love to hear from you.

The Rewards

You will be rewarded with a competitive salary and great benefits. We pride ourselves on our total reward package:

• EV/PHEV Company Car Fleet or Car Cash Allowance
• Bonus Scheme
• Holiday 25 days rising to 28 days with service, plus bank holidays
• Hybrid Working
• Core Hours Working
• A company pension contribution of up to 10%
• Private healthcare for you, with option to add family
• Group life cover at 6x your annual salary
• Global Income Protection (PHI)
• Enhanced maternity and paternity pay
• Staff discount platform & Cycle to Work scheme
• Dedicated Service Awards for reaching key milestones
• Selected discounted Sika products

You’ll be joining an experienced and collaborative leadership team committed to creating an environment where people can thrive. You’ll have access to industry-leading systems, strong cross-functional partnerships and a culture that values innovation, continuous improvement and personal growth. We believe great service starts with great people and we're committed to giving you the support and autonomy needed to make a real impact.

This role provides the opportunity to further develop your strategic leadership, change management and customer experience expertise. You will gain exposure to senior stakeholders across the business while leading initiatives that improve customer satisfaction, team performance and operational effectiveness.

A significant commitment to professional and personal development from day one, including a comprehensive local, product knowledge and leadership development initiatives complemented by a global Sika Business School offering.

We offer competitive salaries, aligned with local market benchmarks and the specific scope and responsibilities of each role. Compensation is determined based skills relevant to the position, education and/or training. We are committed to fair and equitable pay practices in accordance wi