Customer Service Manager

Simon Lincoln Recruitment Services; Lincoln (NE); Hybrid; GBP 34,000 - 41,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Manager to lead their service team in Lincoln. This full-time, permanent role offers an exciting opportunity to enhance the customer journey and drive operational excellence. You will be responsible for developing and implementing customer service strategies, managing a high-performing team, and ensuring compliance with company standards. If you have a proven background in the Commercial and Industrial sector and are passionate about delivering exceptional customer outcomes, this role is perfect for you.

Qualifications

• 5+ years in customer service management within the Commercial and Industrial sector.
• Proven track record in driving service improvements and team performance.

Responsibilities

• Lead and develop the customer services team to deliver outstanding service.
• Implement customer service strategy and manage service changes efficiently.

Skills

Team Leadership

Customer Service Strategy

CRM Systems

KPI Management

Change Management

Commercial Awareness

Tools

CRM Software

Job description

Customer Service Manager
Location: Hybrid/Lincoln
Salary: £41,000
Hours: 40 hours per week, Monday to Friday

We’re recruiting on behalf of a leading name in the Commercial and Industrial sector, seeking a dynamic and experienced Customer Service Manager to lead their service team in Lincoln.

This is a full-time, permanent role offering a fantastic opportunity to take ownership of the customer journey and drive operational excellence across a high-performing team.

Key Responsibilities:

• Lead, coach, and develop the customer services team to deliver outstanding service

• Take the lead on developing and implementing the customer service strategy for the division

• Act as a super user for CRM and associated systems, delivering training and continuous improvements

• Manage service changes, complaints and refund processes with professionalism and efficiency

• Develop and monitor KPIs to drive service performance and enhance customer satisfaction

• Create and deliver a customer retention strategy

• Champion continuous improvement through innovation and performance analysis

• Ensure full compliance with company standards, including health & safety, environmental, and HR policies

• Build and maintain strong relationships with external service providers to support regional service delivery

What We’re Looking For:

• Proven background in the Commercial and Industrial sector – essential

• Minimum 5 years’ experience in a structured, target-driven business environment

• Demonstrable success in driving service improvements and business performance

• Hands-on experience managing teams and delivering exceptional customer outcomes

• Strong knowledge of the waste industry and related services

• Skilled in CRM systems, reporting and KPI management

• Commercially astute with solid financial and people management capabilities

• Confident communicator with strong leadership and change management skills

• Able to influence at senior level and build long-term business relationships

• Resilient, proactive, and highly customer-focused