Manufacturing Customer Service Manager: Lead & Optimize

Bowmay Consulting Ltd; Burnley; On-site; GBP 32,000 - 42,000; Full time

Job summary

Bowmay Consulting Ltd is seeking an experienced Customer Service Manager to lead a busy care team within a manufacturing environment. You will drive service performance, coach staff, and help senior management improve processes and the overall customer journey.

The role involves monitoring KPIs, handling escalations, producing regular performance reports, and building strong customer relationships to ensure timely, effective responses across all departments.

Qualifications

• Experience leading a customer-facing team.
• Strong communication and relationship-building skills.
• Customer-first approach with commercial awareness.
• Confidence managing performance and difficult conversations.
• Good analytical skills to interpret KPIs and reports.
• Excellent organisation and attention to detail.
• Hands-on, supportive management style.
• IT-savvy and comfortable using multiple systems and AI tools.

Responsibilities

• Lead, motivate and develop a team of customer service professionals.
• Monitor team and individual performance against KPIs.
• Hold regular 1-to-1s, provide coaching and feedback.
• Oversee daily workloads and ensure the team is adequately resourced.
• Support the resolution of complex customer queries and act as an escalation point.
• Build strong customer relationships and support opportunities to develop existing business.
• Manage and follow up enquiries, ensuring opportunities are progressed effectively.
• Monitor service levels, outstanding work and customer commitments.
• Produce and analyse regular performance and sales reports.
• Identify trends and recommend improvements to processes and performance.
• Work collaboratively with other departments to ensure a smooth customer journey.

Skills

Team leadership

KPI monitoring

Coaching

Communication

Stakeholder management

Problem-solving

IT-savvy

Customer focus

Tools

CRM software

Job description

Bowmay Consulting Ltd is seeking an experienced Customer Service Manager to lead a busy care team within a manufacturing environment. You will drive service performance, coach staff, and help senior management improve processes and the overall customer journey.

The role involves monitoring KPIs, handling escalations, producing regular performance reports, and building strong customer relationships to ensure timely, effective responses across all departments.