Customer Service Manager

About the role

We are looking for an experienced Customer Service Manager to lead a multichannel service operation serving both core and aftermarket customers in a technically complex, non‑manufacturing environment. You will inherit an established team and be responsible for shaping strategy, embedding best‑in‑class service standards, and ensuring the customer voice is heard across the organisation.

Key responsibilities

• Lead, coach and develop a customer service team to deliver consistent, high‑quality service.
• Define and implement the strategic direction for customer service operations.
• Oversee end‑to‑end order management, forecasting and customer communication.
• Act as the escalation point for complex customer issues and ensure effective resolution.
• Collaborate with Sales, Manufacturing, Planning and Logistics to align demand with operational capability.
• Drive process improvements, system utilisation and performance metrics.
• Support commercial objectives through strong customer engagement and insight.

Required profile

• Proven experience leading customer service teams within manufacturing or engineering environments.
• Strong people‑management and performance leadership capability.
• Experience setting strategy and improving customer service processes.
• Commercially aware with a customer‑first mindset.
• Calm, credible and able to influence senior leadership.

Required skills

• ERP/MRP systems