Senior Customer Service Manager - UK & Europe - Product Led Business

Page Personnel; Sheffield; Hybrid; GBP 55,000 - 60,000; Full time

Job summary

A leading global product supplier based in Sheffield is seeking a Senior Customer Service Manager to oversee the UK and European Customer Service functions. The role involves managing teams remotely and onsite to ensure excellent service levels across various customer interactions. The ideal candidate will have significant experience in customer service leadership, stakeholder management, and implementing new technologies. Competitive salary offers up to £60,000 plus benefits including a performance-based bonus and medical insurance.

Benefits

10% performance-based bonus

25 days holiday plus bank holidays

Private Medical Insurance

International travel opportunities

Qualifications

• Experience leading customer service or contact centre functions.
• Hands-on experience with implementing new technologies.
• Strong people leadership skills and experience managing teams.

Responsibilities

• Manage the UK Customer Service function and European Customer Service remotely.
• Ensure all teams provide top-tier service to customers across various channels.
• Drive performance focusing on service level agreements.
• Identify areas for improvement and efficiency.
• Collaborate with internal logistics and third-party carriers.

Skills

Leadership

Stakeholder management

Customer service experience

Experience with AI and new technologies

Tools

SAP

Salesforce

Job description

Senior Customer Service Manager

UK & Europe

About Our Client

Page Group are working with a leading global product supplier & manufacturer who are looking for a Senior Customer Service Manager at their head office in Sheffield. The role will manage the UK Customer Service function, European Customer Service (Remotely) & a 3rd part Outsourced Customer Service function

Job Description

• Direct leadership and management of UK Customer Service Function, European Customer Service Function (remotely) and Outsourced Customer Service function (3rd party)
• Ensure all Customer Service Teams provide a world class level of service to B2B & B2C Customers across Phone, e‑mail, web & Live Chat during all interactions
• Work closely with 3 warehouse teams (UK, Europe, 3rd party) to ensure order fulfilment runs smoothly, and proactively identify and mitigate potential issues
• Work closely with internal logistics and 3rd party carriers to plan and execute the smooth movement of customer orders, on time in full
• Implement and drive performance activity focused on delivery against SLA's
• Identify areas for improvement across processes and procedures focused on driving efficiency, Customer Satisfaction and timescales
• Use and manage SAP EDI system to deliver order management activities
• Utilise and identify technologies, AI and Systems to improve the overall, end‑to‑end customer journey
• Collaborate with key global stakeholders and counterparts to share best practise and share new ways of working

The Successful Applicant

• Experience leading similar customer service or contact centre functions
• Experience managing or working with European / Global Customer Service or Warehouse teams
• Hands on experience working with / implementing new technologies, AI or Systems
• Strong people leader
• Extensive stakeholder management
• Knowledge of SAP / Sales‑force would be advantageous

What's on Offer

The role of Senior Customer Service Manager will join a leading supplier and distributor of products based at their Sheffield Offices. The role will require 4 days on site in Sheffield, 1 day from homeSalary of £55,000 - £60,000 plus 10% bonus (performance based)25 days holiday plus bank holidaysPrivate Medical InsuranceInternational Travel will be required up to 5 times per year.The role has a clear progression plan in plans and the successful applicant will aim to move into the Head of Customer Service role within 18-24 months