Customer Service Manager

ACS Performance; West Drayton; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading organisation in the aerospace sector is seeking a Customer Service Manager to enhance their service functions. The ideal candidate will have a proven track record in customer service leadership and be skilled at implementing strategies for customer experience. Key responsibilities include mentoring teams, handling escalated issues, and collaborating cross-functionally. A hands-on approach is essential. Global travel flexibility is a plus.

Qualifications

• Proven track record in leading customer service teams.
• Experience in process improvement and customer experience strategy.
• Confident in delivering training and presenting to audiences.

Responsibilities

• Lead, mentor, and develop customer-facing teams.
• Drive and implement customer service policies and KPIs.
• Handle escalated customer issues.

Skills

Customer service leadership

Process improvement

Strong communication

Stakeholder management

Training delivery

Proficient in CRM tools

Analytical mindset

Multilingual skills

Tools

Salesforce

Microsoft Office Suite

Job description

Working hours: Mon-Fri, 40 hrs/week
Reports to: Group Head of Trade Compliance & QHSE

This is a fantastic opportunity for an experienced Customer Service Manager to join a leading organisation in the aerospace sector. You'll lead and evolve the customer service function to deliver a best-in-class experience for global clients. This role is ideal for someone who's hands-on, strategic, and passionate about service excellence.

Key Responsibilities:

• Lead, mentor, and develop customer-facing teams to exceed performance goals.
• Drive and implement customer service policies, procedures, and KPIs.
• Handle escalated customer issues and drive resolution.
• Monitor performance through metrics (e.g. satisfaction scores, resolution times).
• Design and deliver training and coaching across customer service and management teams.
• Collaborate cross-functionally with sales, operations, and logistics to ensure a seamless customer journey.
• Gather and use customer feedback to drive continuous improvement.
• Present insights and performance data to senior leadership.

What We're Looking For:

• Proven track record in leading customer service teams.
• Experience in process improvement and customer experience strategy.
• Strong communication, relationship-building, and stakeholder management skills.
• Confident in delivering training and presenting to internal and external audiences.
• Proficient in CRM tools (e.g. Salesforce) and Microsoft Office Suite.
• Analytical mindset - able to interpret data and make actionable recommendations.
• Experience in or passion for the aerospace or similar high-tech industries.
• Flexible and open to occasional global travel.
• Multilingual skills are a plus.

ACS are recruiting for a Customer Service Manager. To apply, please submit your CV and a covering letter outlining your experience as a Customer Service Manager.