Customer Service Manager: Lead a Growing Team & Elevate CX

UBT; Leeds; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Birthday off

Free weekly team lunches

Autonomy to drive improvements and CX

Job summary

UBT is seeking an experienced Customer Service Manager to lead a growing customer operations function across the UK. The role oversees a team of eight and an outsourced operation, driving service excellence and operational efficiency.

You will balance people management with process improvements, ensuring strong communication with Sales, Purchasing and Warehouse teams to maintain a high level of customer satisfaction and seamless order processing.

Qualifications

• Experience managing customer service or operations teams.
• Strong leadership and people management skills.
• Experience with remote or outsourced teams is a plus.
• Excellent communication and stakeholder management.

Responsibilities

• Lead, coach and develop a team of eight customer service and order processing professionals.
• Ensure enquiries, quotations, orders and amendments are handled accurately within service levels.
• Drive high standards of customer service, satisfaction and team performance.
• Manage workloads to ensure efficient day-to-day operations.
• Monitor and improve KPIs: response times, service levels, order accuracy, satisfaction.
• Escalation point for complex issues.
• Collaborate with internal departments to improve service delivery.
• Identify and implement process improvements to reduce errors.
• Conduct regular one-to-one meetings, reviews and coaching.
• Support recruitment, onboarding, training and improvement initiatives.

Skills

Team leadership

Customer service

CRM systems

Outsourced teams

Stakeholder management

Process improvement

Tools

CRM systems

Order processing systems

Job description

UBT is seeking an experienced Customer Service Manager to lead a growing customer operations function across the UK. The role oversees a team of eight and an outsourced operation, driving service excellence and operational efficiency.

You will balance people management with process improvements, ensuring strong communication with Sales, Purchasing and Warehouse teams to maintain a high level of customer satisfaction and seamless order processing.