Customer Service & Operations Leader

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

Benefits offered by this job

Birthday off

Free weekly team lunches

Autonomy to drive improvements

Personal and professional development

Job summary

UBT is seeking an experienced Customer Service Manager to lead a growing customer operations function in a fast-paced environment. You will manage eight staff across the UK and an outsourced team, driving service excellence, order processing efficiency and customer satisfaction.

The role requires hands-on leadership, coaching and performance management, plus close collaboration with Sales, Purchasing and Warehouse to ensure smooth customer journeys and continuous improvements.

Qualifications

• Experience leading customer service or operations teams.
• Strong leadership and people management skills.
• Experience managing remote or outsourced teams is advantageous.
• Excellent communication and stakeholder management abilities.
• Ability to prioritise in a fast-paced environment.
• Experience with CRM and order processing systems.

Responsibilities

• Lead and develop a team of eight in-house and outsourced customer service professionals.
• Ensure enquiries, quotations and orders are handled accurately within service levels.
• Drive high standards of customer service and team performance.
• Monitor workloads, KPIs and drive continuous improvement.
• Collaborate with Sales, Purchasing and Warehouse to improve service delivery.
• Act as escalation point for complex issues and support recruitment and training.

Skills

Leadership

People management

Communication

Stakeholder management

CRM systems

Order processing

Tools

CRM software

Job description

UBT is seeking an experienced Customer Service Manager to lead a growing customer operations function in a fast-paced environment. You will manage eight staff across the UK and an outsourced team, driving service excellence, order processing efficiency and customer satisfaction.

The role requires hands-on leadership, coaching and performance management, plus close collaboration with Sales, Purchasing and Warehouse to ensure smooth customer journeys and continuous improvements.