Customer Service Manager — Lead a High-Impact Team

Culina; Harwell; On-site; GBP 36,000 - 60,000; Full time

Benefits offered by this job

Company Bonus

Private Medical Cover

Salary Sacrifice Car Scheme

Wellbeing Support

Eye Care Vouchers

Reward & Recognition

Everyday Discounts

Job summary

Culina in the United Kingdom is seeking a Customer Service Manager to lead a service team, coordinate daily operations and strengthen client relationships.

You will develop and implement customer service policies, manage budget and resources, recruit and coach staff, and resolve complex escalations to protect service levels.

This role offers visibility across the organisation, opportunities to drive growth, and a chance to shape service delivery within a growing logistics operation.

Qualifications

• Experience in a customer facing environment.
• Understanding of post-despatch operations.
• Strong communication and leadership skills.
• Ability to manage budgets and resources.
• Proactive problem solving and stakeholder management.

Responsibilities

• Direct daily operations of the service team to meet objectives.
• Develop and enforce customer service policies and processes.
• Plan and manage the team budget and shift patterns.
• Recruit, coach and develop team members.
• Resolve escalated issues to protect client relationships.
• Lead regular team meetings and performance reviews.
• Maintain agreed KPIs and service levels.
• Identify and propose growth opportunities.
• Coordinate with management on growth strategies.
• Cultivate strong internal and external stakeholder relationships.
• Ensure delivery of high-quality customer service.

Skills

Customer-facing experience

Team leadership

Budget management

Post-despatch operations knowledge

Communication skills

Job description

Culina in the United Kingdom is seeking a Customer Service Manager to lead a service team, coordinate daily operations and strengthen client relationships.

You will develop and implement customer service policies, manage budget and resources, recruit and coach staff, and resolve complex escalations to protect service levels.

This role offers visibility across the organisation, opportunities to drive growth, and a chance to shape service delivery within a growing logistics operation.