Senior Customer Service Leader – Multi-Site CX

Sikaag; Welwyn Garden City; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

EV/PHEV Company Car Fleet or Car Cash

Bonus Scheme

Holiday 25 days + bank holidays

Hybrid Working

Core Hours

Private healthcare

Group life cover

Income Protection

Maternity/Paternity pay

Staff discount & Cycle to Work

Service Awards

Discounted Sika products

Job summary

Sika in Welwyn Garden City is seeking a Customer Service Manager to lead a high-performing team and deliver a consistent, outstanding customer experience across multiple manufacturing and warehouse locations.

You will balance priorities, drive continuous improvement, and collaborate with a wide range of stakeholders to influence service excellence and strategic decisions. This role suits an experienced customer service leader seeking broader operational impact.

Qualifications

• 3 years+ proven experience leading and developing high-performing customer service teams.
• Passion for delivering exceptional customer experiences and driving continuous improvement.
• Strong leadership skills with the ability to inspire, coach and influence others.
• Experience using customer insight, service metrics and KPIs to drive performance improvements.
• Excellent stakeholder management across multiple business functions.
• Commercial awareness with a forward-thinking approach to problem solving and change management.

Responsibilities

• Lead customer service operations across multiple sites, delivering consistent outstanding experiences.
• Develop and coach a high-performing Customer Services team to drive accountability and development.
• Shape the customer experience by driving service improvements and operational performance.
• Collaborate with Sales, Supply Chain, Logistics and Operations to deliver outcomes.
• Play a key leadership role within a global organisation, influencing senior stakeholders.

Skills

Team leadership

Customer experience

Stakeholder management

KPI & service metrics

Change management

Commercial awareness

Job description

Sika in Welwyn Garden City is seeking a Customer Service Manager to lead a high-performing team and deliver a consistent, outstanding customer experience across multiple manufacturing and warehouse locations.

You will balance priorities, drive continuous improvement, and collaborate with a wide range of stakeholders to influence service excellence and strategic decisions. This role suits an experienced customer service leader seeking broader operational impact.