Senior Customer Service Manager — Lead, Coach & Grow the Team

Johnsons Workwear; Hadleigh; On-site; GBP 42,000 - 58,000; Full time

Benefits offered by this job

Share Save Scheme

Private healthcare

Wellbeing programme

Company pension scheme

Life assurance

Leadership academy

Job summary

Johnsons Workwear is seeking an experienced Customer Service Manager to lead our CS function in the UK. You will drive customer satisfaction, strengthen relationships, and manage a high-performing team focused on service excellence.

The role requires a customer-focused leader who thrives in a fast-paced environment, analyses performance data and customer feedback, and makes informed decisions to continuously improve service delivery and operational performance.

Qualifications

• Proven leadership in customer service management.
• Track record of delivering service excellence.
• Ability to analyse performance data and customer feedback."

Responsibilities

• Oversee customer service department performance.
• Act as primary contact for key customers.
• Lead resolution of complaints and escalations promptly.
• Conduct regular customer reviews and site visits.
• Collaborate with Production, Transport, Stockroom and Sales.
• Coach and develop Customer Service Executives and Coordinators.
• Manage team performance, training and resource planning.
• Analyse feedback and KPIs to identify trends and improvements.
• Prepare and review customer service reports.
• Support contract renewals and debt management.
• Maintain accurate customer records and logs.

Skills

Leadership in CS

Performance analysis

Stakeholder management

Team coaching

Job description

Johnsons Workwear is seeking an experienced Customer Service Manager to lead our CS function in the UK. You will drive customer satisfaction, strengthen relationships, and manage a high-performing team focused on service excellence.

The role requires a customer-focused leader who thrives in a fast-paced environment, analyses performance data and customer feedback, and makes informed decisions to continuously improve service delivery and operational performance.