Customer Service Manager

About the role

We are partnering with an ambitious healthcare organisation that is entering a period of rapid growth and transformation. As Customer Service Manager you will lead a high‑performing team, shape new ways of working and ensure an outstanding customer experience throughout the change.

Key responsibilities

• Lead, coach and develop a Customer Service team, fostering a positive, high‑performance culture.
• Drive continuous improvement of service processes and support the rollout of a new ERP system.
• Build and maintain strong relationships with key customers and internal stakeholders such as Sales, Procurement, Logistics and Quality.
• Identify commercial opportunities, partner with Sales to improve engagement and generate new business.
• Oversee order management, escalations and service delivery while monitoring KPIs.
• Ensure compliance within a regulated healthcare environment.
• Support recruitment, onboarding and ongoing development of team members as the business expands.

Required profile

• Proven leadership experience in a customer‑service or call‑centre environment.
• Ability to inspire teams, manage change and deliver results in a fast‑moving setting.
• Strong commercial awareness and stakeholder‑management skills.
• Experience working in a regulated sector, preferably healthcare.

Required skills

• Experience with ERP implementation or support.

What we offer

• Competitive salary range of £45,000‑£50,000 per year.
• Opportunity to influence the future of a growing customer‑service function.
• Dynamic, supportive work environment with clear pathways for development.