Customer Service Manager — Lead & Elevate Customer Experience

K H Recruitment Limited; Essex; On-site; GBP 40,000 - 50,000; Full time

Job summary

K H Recruitment Limited in Colchester, Essex is seeking a Customer Service Manager to lead and develop a growing manufacturing customer service function. This hands-on leadership role focuses on shaping the department, improving processes and systems, and driving commercial performance.

You will own the customer service team, implement new ways of working and act as the voice of the customer across the business. Start date January 2027, salary £40,000 – £50,000, Monday to Friday.

Qualifications

• Proven experience in a Customer Service or Customer Care management role.
• Strong team leadership with a track record of coaching and performance management.
• Confident in using CRM systems, order processing platforms and customer support tools (ideally Dynamics).
• Experience with workflow automation and data-driven process improvements.
• Excellent communication, problem-solving and organizational skills handling complex escalations.

Responsibilities

• Lead, coach and develop the Customer Service team, setting service standards and KPIs.
• Drive improvements across processes and systems including CRM, helpdesk and workflow automation.
• Oversee enquiries, orders, technical queries and escalated complaints to maintain high service standards.
• Monitor feedback and performance metrics to identify improvement opportunities.
• Collaborate with Sales, Production, Technical and Operations to improve communication and satisfaction.
• Coordinate order fulfilment, production lead times, shipping and delivery updates.
• Identify opportunities to upsell and support wider business growth.
• Lead system implementation projects and develop SOPs to improve efficiency.

Skills

Leadership

CRM systems

Microsoft Dynamics 365

Workflow automation

KPI reporting

Exports & shipping quotations

Tools

Microsoft Dynamics 365

Job description

K H Recruitment Limited in Colchester, Essex is seeking a Customer Service Manager to lead and develop a growing manufacturing customer service function. This hands-on leadership role focuses on shaping the department, improving processes and systems, and driving commercial performance.

You will own the customer service team, implement new ways of working and act as the voice of the customer across the business. Start date January 2027, salary £40,000 – £50,000, Monday to Friday.