Customer Service Manager

About the role

This newly created position sits within a fast‑growing food manufacturing business and reports directly to the Head of Commercial. You will lead the customer service function, own key B2B relationships and ensure projects move smoothly from brief to delivery.

Key responsibilities

• Act as the primary escalation point for customer enquiries, issues and operational challenges.
• Build and maintain strong relationships with key B2B customers through proactive communication.
• Coordinate customer projects, including new product launches, keeping timelines on track.
• Collaborate with Planning, Production, Supply Chain and Procurement to manage expectations and resolve issues.
• Manage changing priorities, delivery schedules and customer communications in a fast‑moving environment.
• Coach and support Account Managers, developing capability across the team.
• Help evolve customer service standards as the business scales.

Required profile

• Experience in Customer Service, Customer Care, Customer Operations, Project Management or Account Management.
• Background in food manufacturing with B2B customer exposure.
• Strong relationship‑building and stakeholder management abilities.

Required skills

What we offer

• A newly created role with genuine influence over the customer service function.
• Close work with the Head of Commercial and involvement in the next phase of business growth.
• Clear progression opportunities as the commercial team expands.
• Leadership of a team of Account Managers.
• Exposure to major B2B customers, new product launches and cross‑functional projects.