Customer Service Manager: Lead & Elevate CX in Manufacturing

Confidential; Colchester; On-site; GBP 40,000 - 50,000; Full time

Job summary

Confidential in Colchester is seeking an experienced Customer Service Manager to lead and develop a growing, internationally operating manufacturing business's customer service function. The role is hands-on, shaping the department, driving process improvements and enhancing the customer experience while boosting commercial performance.

You will own the team, implement new workflows, and act as the voice of the customer across the business.

Qualifications

• Proven experience in a Customer Service or Customer Care management role, with a track record of improving processes and procedures.
• Strong team leadership skills, with experience coaching, developing and managing performance.
• Confident using CRM systems, order processing platforms and customer support tools, ideally including Business Central or Dynamics.
• Experience with workflow automation, KPI reporting and using data to drive improvements.
• Excellent communication, problem-solving and organisational skills, with the ability to manage complex customer escalations.
• Experience with exports and shipping quotations.
• Experience within manufacturing, packaging, textiles or technical products would be advantageous.
• German language skills would also be beneficial.

Responsibilities

• Lead, coach and develop the Customer Service team, setting clear service standards, KPIs and performance targets.
• Drive improvements across customer service processes, procedures and systems, including CRM, helpdesk and workflow automation.
• Oversee customer enquiries, order processing, technical queries and escalated complaints, ensuring a high standard of service.
• Monitor customer feedback, service data and performance metrics to identify opportunities for improvement.
• Work closely with Sales, Production, Technical and Operations teams to improve communication and customer satisfaction.
• Coordinate order fulfilment, production lead times, shipping and delivery updates.
• Identify opportunities to maximise upselling and cross-selling, supporting wider business growth.
• Lead system implementation projects, develop SOPs and introduce more efficient ways of working.

Skills

Team leadership

CRM systems

Workflow automation

Data analysis

Exports & shipping

Communication

Problem solving

Negotiation

Tools

Business Central

Dynamics

Job description

Confidential in Colchester is seeking an experienced Customer Service Manager to lead and develop a growing, internationally operating manufacturing business's customer service function. The role is hands-on, shaping the department, driving process improvements and enhancing the customer experience while boosting commercial performance.

You will own the team, implement new workflows, and act as the voice of the customer across the business.