Customer Service Manager

About the role

We are seeking a Customer Service Manager to lead the service function within a well‑established manufacturing business in Ormskirk. The role combines team leadership, process optimisation and direct interaction with customers to ensure high‑quality support and continuous improvement.

Key responsibilities

• Lead and manage the customer service team to deliver excellent support.
• Develop and implement strategies that boost customer satisfaction and retention.
• Oversee timely resolution of complaints and queries.
• Ensure compliance with company policies and industry standards.
• Monitor and analyse service metrics to identify improvement opportunities.
• Collaborate with other departments to enhance the overall customer experience.
• Train and mentor team members to reach their full potential.
• Prepare and present performance reports to senior management.

Required profile

• Proven experience in a customer service management role.
• Experience using SAP.
• Strong leadership and team‑management abilities.
• Excellent problem‑solving and decision‑making skills.
• Proficiency with customer service software and tools.
• Outstanding communication and interpersonal skills.
• Proactive, results‑driven mindset.

Required skills

• SAP

What we offer

• Competitive salary of £48,000‑£52,000 per annum.
• Permanent contract with job security and growth potential.
• Opportunity to work within a reputable industrial/manufacturing organisation.
• Supportive culture focused on professional development.
• Generous holiday allowance and additional benefits.
• Hybrid working model.