Job Description:

Customer Service Manager
Competitive Salary - dependent on experience
Location - Welwyn Garden City
Monday to Friday - Hybrid - 37.5 hours per week
Permanent


As an experienced Customer Service Manager you will lead a high-performing team responsible for delivering a consistent and recognisable outstanding customer experience. This is a broad and challenging role within a complex operational environment, supporting multiple manufacturing plants and warehouse locations. You will balance competing priorities, collaborate with a wide range of stakeholders and ensure a seamless customer experience, all whilst driving service excellence, developing team capability and championing continuous improvement initiatives.
It is an excellent opportunity for an experienced customer service leader looking to broaden their impact and take on greater operational complexity. Through your leadership, you will help create a culture that puts the customer at the heart of everything we do.

Responsibilities:

• Lead customer service operations across multiple manufacturing and warehouse locations, managing complex operational challenges and collaborating with stakeholders across Supply Chain, Logistics, Operations and Sales to deliver exceptional customer outcomes.
• Lead and develop a talented Customer Services team, creating a culture of accountability, engagement and continuous development.
• Shape and enhance the customer experience by driving service improvements, improving operational performance and influencing business-wide decision making through customer insight.
• Play a key leadership role within a globally recognised organisation, partnering with stakeholders across Sales, Supply Chain, Logistics and Operations to deliver exceptional customer outcomes.

The Rewards:

• Competitive salary
• EV/PHEV Company Car Fleet or Car Cash Allowance
• Bonus Scheme
• Holiday 25 days rising to 28 days with service, plus bank holidays
• Hybrid Working
• A company pension contribution of up to 10%
• Private healthcare for you, with option to add family
• Group life cover at 6x your annual salary
• Global Income Protection (PHI)
• Enhanced maternity and paternity pay
• Staff discount platform & Cycle to Work scheme
• Dedicated Service Awards for reaching key milestones
• Selected discounted products (clients own)

What we need from you:

• Proven experience leading and developing high-performing customer service teams.
• A 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 skills with the ability to collaborate across multiple business functions.
• Commercial awareness with a forward-thinking approach to problem solving and change management.

The Support:

You'll be joining an experienced and collaborative leadership team committed to creating an environment where people can thrive. You'll have access to industry-leading systems, strong cross-functional partnerships and a culture that values innovation, continuous improvement and personal growth. We believe great service starts with great people and we're committed to giving you the support and autonomy needed to make a real impact.

The Skills:
This role provides the opportunity to further develop your strategic leadership, change management and customer experience expertise. You will gain exposure to senior stakeholders across the business while leading initiatives that improve customer satisfaction, team performance and operational effectiveness.
A significant commitment to professional and personal development from day one, including a comprehensive local, product knowledge and leadership development initiatives complimented by a global In - House Business School offering.


If you're an ambitious leader who enjoys developing people, improving performance and making a genuine difference to the customer experience, we'd love to hear from you.

INDKM