Global Customer Service Team Lead

Michael Page (UK); Liverpool; Hybrid; GBP 50,000 - 55,000; Full time

Job summary

Une opportunité s'offre à un leader des opérations de service client au sein d'une entreprise manufacturière mondiale basée à Liverpool. Dans ce rôle, vous dirigerez une équipe performante, améliorerez les processus de service et collaborerez étroitement avec divers intervenants. Si vous êtes passionné par l'amélioration continue et la satisfaction client, cette position est faite pour vous.

Benefits

Hybrid & Flexible Working

Excellent Pension Scheme

Generous Holiday Allowance

Professional Training & Development

Clear Progression Path

Modern Office Location

Free Onsite Parking

Supportive & Collaborative Culture

Qualifications

• Expérience dans un environnement de fabrication.
• Connaissance solide des processus, surtout avec SAP.
• Compétences en gestion des données et reporting.

Responsibilities

• Diriger une équipe de spécialistes du service client.
• Améliorer le processus de commande à encaissement.
• Participer à des projets Lean Six Sigma.

Skills

Leadership

Collaboration

Service improvement

Problem-solving

Education

Bachelor's degree in Business Administration

Tools

SAP

Job description

• This is a hands-on leadership role
• Lead impactful change using tools like SAP.

About Our Client

This is a global manufacturing operation headquartered in Liverpool, serving markets across Europe and beyond. They're a forward-thinking, process-driven organization that prioritises continuous improvement, strong internal plant relationships, and seamless order-to-cash excellence.

Based in Liverpool, the company has a modern, high-tech manufacturing hub supporting its global service function.

Job Description

What You'll Be Doing:

• Lead, support, and develop a high-performing team of customer service specialists.
• Own and improve internal relationships with key operational stakeholders across the plant.
• Drive continuous improvement in the customer service order-to-cash process, leveraging tools such as SAP.
• Identify and eliminate inefficiencies in workflows, implementing best practice processes and systems.
• Work closely with the wider Customer Service leadership team to ensure global alignment in systems and service delivery.
• Monitor and report KPIs to drive operational insight and decision-making.
• Resolve escalated issues in collaboration with Supply Chain, Sales, and Quality teams.
• Participate in Lean Six Sigma and transformation projects.
• Support integration of customer service processes following acquisitions.

The Successful Applicant

What We're Looking For:

• A hands-on leader with a strong background in customer service operations within a manufacturing environment.
• Proven experience working with SAP.
• A natural collaborator who can confidently build relationships with internal teams and influence positive change.
• A track record of driving service improvements and embedding new processes.
• Passionate about delivering exceptional service - someone who sets the standard themselves.
• Comfortable managing data, metrics, and reporting to inform continuous improvement.

Your Background:

• Bachelor's degree in Business Administration or a related field.
• Solid experience managing or leading within a customer service function.
• Strong process and systems knowledge - especially in SAP and manufacturing settings.
• Excellent communication, negotiation, and problem-solving skills.

What's on Offer

• Hybrid & Flexible Working - Liverpool HQ, with just 2-3 days per week onsite
• Base Salary: £50k-£55k - Competitive for the region
• Excellent Pension Scheme - With strong employer contributions
• Generous Holiday Allowance - Plenty of time off to recharge
• Professional Training & Development - Ongoing support for career growth
• Clear Progression Path - Opportunities to advance within a global customer service function
• Modern Office Location - Contemporary workspace in Liverpool with a great atmosphere
• Free Onsite Parking - Convenient for those working at HQ
• Supportive & Collaborative Culture - Open, idea-driven environment