Customer Service Manager

About the role

We are looking for an experienced Customer Service Manager to lead a growing customer operations team in Leeds. You will be responsible for the day‑to‑day running of the department, driving service excellence and ensuring a seamless experience for our customers.

Key responsibilities

• Lead, coach and develop a team of eight customer service and order‑processing professionals, both in‑house and outsourced.
• Ensure enquiries, quotations, orders and amendments are handled accurately and within agreed service levels.
• Monitor and improve key performance indicators such as response times, order accuracy and customer satisfaction.
• Act as the escalation point for complex customer and operational issues.
• Collaborate with Sales, Purchasing and Warehouse teams to improve communication and efficiency.
• Identify and implement process improvements to reduce errors and enhance the customer journey.
• Conduct regular one‑to‑one meetings, performance reviews and coaching sessions.

Required profile

• Proven experience managing customer service teams, preferably with a mix of in‑house and outsourced staff.
• Comfortable working in a fast‑paced environment and balancing people management with operational oversight.
• Strong analytical mindset with a focus on continuous improvement.
• Excellent communication skills to act as a liaison between departments.

Required skills

What we offer

• Competitive salary of £40,000‑£50,000 per annum plus a monthly bonus.
• Opportunity to lead a critical function within a growing organisation.
• Professional development and career progression.