Customer Service Manager UK & Ireland (M/F/D)

Avantor; Lutterworth; On-site; GBP 50,000 - 70,000; Full time

Job summary

Avantor is looking for a Senior Customer Service Manager to lead the UK and Ireland operations. This strategic role involves overseeing a large team, driving service excellence, and collaborating with European leaders to enhance customer satisfaction. This position offers an opportunity to contribute to impactful outcomes in the life sciences sector.

Qualifications

• Proven track record in people management or team leadership within customer service.
• Expertise in commercial, strategic, and international business leadership.
• Experience managing multiple priorities in a fast-paced environment.

Responsibilities

• Lead the UK & Ireland Customer Service teams.
• Drive customer service excellence aligned with company strategy.
• Optimize resource allocation and operational efficiency.

Skills

Strategic thinking

Problem-solving

Presentation skills

Conflict resolution

Customer-oriented mindset

Education

Bachelor's or Master's degree

Tools

SAP

C4C

Job description

The Opportunity:

Senior Customer Service Manager, UK & Ireland

Avantor is seeking a customer-focused and data-driven Senior Customer Service Manager to lead and optimize our UK & Ireland customer service operations. Based in Lutterworth, UK, or Dublin, Ireland, this role offers a unique opportunity to drive excellence, implement best practices, and maximize resource efficiency both onshore and offshore while mitigating business risk.

Team Structure

Reporting to the Customer Services Director – Europe (based in the UK), the Senior Customer Service Manager will collaborate with a network of 15 European Customer Service Leaders, overseeing 5 direct reports and approximately 80 indirect reports across the region.

Qualifications

• Education: Bachelor's or Master's degree, or equivalent professional experience.
• Experience: Proven track record in people management or team leadership within customer service.
• Expertise in commercial, strategic, and international business leadership & management.
• System Knowledge: Experience with SAP & C4C highly desirable.

How You Will Thrive and Create Impact

• Lead the UK & Ireland Customer Service teams, and support the team in Coimbatore, representing the function within regional leadership groups.
• Drive customer service excellence, aligned with Avantor’s Go-to-Market strategy and corporate priorities (Financial, Portfolio, Digitalization, Culture & Engagement, People Management).
• Optimize resource allocation across regions, leveraging ABCs for business resilience and operational efficiency.
• Ensure Tiered Daily Management (TDM) is consistently applied, with clear KPIs to track and improve customer experience and performance.
• Uphold SOX audit compliance, ensuring processes align with standard operating procedures (SOPs) and drive measurable improvements.
• Serve as the primary escalation point for internal and external customer concerns, ensuring timely resolution and engaging Quality for formal responses.
• Promote the harmonization of processes and procedures, aligning with Global best practices while adapting to local market needs.
• Strengthen collaboration between customer service and commercial sales teams, fostering cross-functional alignment.
• Champion talent development, succession planning, and associate training, ensuring employee growth and retention.
• Cultivate an engaging and inclusive culture focused on safety, DEI&B, and operational excellence, maintaining open communication channels and proactive leadership.
  

Key Skills & Abilities

• Strategic thinker with strong problem-solving, presentation, and conflict-resolution capabilities.
• Adept at managing multiple priorities in a fast-paced environment.
• Customer-oriented mindset with a technical focus, dedicated to delivering exceptional service.
• Collaborative team player with the ability to influence, inspire, and drive impactful initiatives.

Are you a results-driven Senior Customer Service Manager ready to lead with vision and innovation? Elevate customer service excellence—apply today!

#LI-Europe #LI-onsite

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.

The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.

We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [e-mail] let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation.