Customer Service Manager

JR United Kingdom; Yate; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking global packaging company as a Customer Service Manager, where you will lead a dedicated team in delivering exceptional service. This role focuses on enhancing operational efficiency and fostering strong customer relationships while ensuring compliance with company standards. You will have the opportunity to implement process improvements and contribute to the overall profitability of the organization. With a commitment to sustainability and inclusion, this company provides a supportive environment for your professional growth and development. If you are passionate about customer service and looking to make a significant impact, this role is for you.

Benefits

Comprehensive training and development opportunities

Corporate culture based on loyalty and integrity

Attractive salary reflecting skills and competencies

Qualifications

• Experience in a Customer Service management role.
• Proficient in Microsoft Office, especially Excel.
• Strong verbal and written communication skills.

Responsibilities

• Manage the Customer Service function at the Bristol site.
• Ensure compliance with customer SLAs and company policies.
• Lead and motivate the Customer Service team for high performance.

Skills

Customer Service Management

Microsoft Excel

Analytical Skills

Communication Skills

Organisational Skills

Education

A Level or equivalent

Tools

Microsoft Office

Job description

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The opportunity: Responsible for managing the Customer Service function at the Bristol site, ensuring it operates smoothly, is sufficiently staffed, and consistently achieves company KPIs and quality standards. In this role, you will lead, motivate, and inspire the Customer Service team to achieve high performance levels while driving initiatives that enhance efficiency. Your primary focus will be on fostering a culture of excellence, implementing process improvements, and ultimately contributing to increased profitability through exceptional customer relationships and service delivery.

Key Responsibilities:

• Ensure compliance with customer SLAs, company policies, and data protection regulations
• Proactively manage accounts to anticipate and fulfil customer needs effectively
• Oversee daily customer order management, ensuring seamless communication and exceptional service delivery
• Manage customer finished goods inventory, ensuring timely clearance of aged stock
• Identify and capitalise on opportunities for margin improvement within Customer Service
• Monitor and report department KPIs weekly and monthly to track performance
• Maintain a strong focus on monthly landing figures, actively seeking ways to bridge performance gaps when necessary
• Attend meetings and customer visits as necessary to strengthen relationships and address specific customer needs
• Conduct regular one-to-one meetings and annual performance reviews to support team development and provide constructive feedback
• Play a critical role in managing escalations, working closely with the Planning team to carefully balance expectations, impacts, and costs
• Lead and contribute to site improvement initiatives, promoting operational excellence and enhancing overall performance

Experience, skills, education and qualifications required:

• Relevant experience in a Customer Service management role
• Educated to minimum A level standard (or equivalent)
• Experience in a production/manufacturing environment is desirable but not essential
• Proficient in Microsoft Office, with a strong emphasis on Microsoft Excel
• Ability to learn and adapt quickly to new software and systems
• Strong verbal and written communication skills, demonstrating professionalism
• Excellent analytical, numeracy and organisational skills

What we offer:

• Corporate culture based on loyalty, integrity and respect
• An attractive salary reflecting skills, competencies and potential
• Comprehensive training with numerous learning and development opportunities
• A career with a global packaging company where sustainability, safety and inclusion are business drivers and foundational elements of the daily work