Customer Service Manager

Are you an experienced Customer Service Manager with experience in manufacturing / production? Would you like to join a growing organisation with a fantastic company culture? If so, this position could be perfect for you.

Customer Service Manager
Permanent
Monday to Friday, 8:30am – 5:30 pm
Aldershot

We’re looking for a proactive, hands-on Customer Service Manager who thrives in a fast-paced environment and is passionate about leading people, improving processes, and delivering exceptional customer experiences. This is a pivotal role within the business — you'll lead a dedicated team and drive operational excellence.

You’ll be an advocate for your team and your customers, working closely with cross-functional departments including sales, marketing, purchasing, and finance to ensure the voice of the customer is central to everything we do. You’ll have the confidence to lead with data, own your department's KPIs, and take initiative to enhance the customer journey from end to end.


Responsible for a team of circa 20 Service Representatives and multiple account managers.


What you’ll be doing

• Champion Customer Satisfaction: Maintain customer satisfaction as the highest priority through ongoing data analysis, process improvements, and team training.
• Product Knowledge & Challenges: Develop a deep understanding of our product range, including common customer challenges related to quality, availability, and supply chain delays.
• Complaint Resolution: Ensuring complaints are addressed quickly and consistently, a solution driven approach is always needed
• Team Management: Manage day-to-day employee matters, including but not limited to annual leave, performance improvement plans, 1-2-1s, and disciplinary actions when necessary.
• Cross-Department Collaboration: Work closely with marketing and purchasing to coordinate internal and external product launches and customer communications.
• Finance Liaison: Partner with the finance team to monitor customer accounts, ensure payment terms are met, and proactively address any issues.
• Team Advocacy: Act as the voice of your team within the business, celebrating successes and raising concerns, while offering practical solutions for improvement.
• Customer Communication: Drive effective communication strategies using tools such as video conferencing and improved written correspondence, ensuring clarity and professionalism in all customer interactions.
• Departmental Vision & KPIs: Define and lead your department’s mission through clear KPIs and performance targets. Once approved, you will receive full support from the board of directors.
• Phone support infrastructure: Align phone line messaging and customer service call flows with the overall sales and marketing strategy.
• Support Sales Enablement: Work alongside the Head of Sales or Sales Director to help transform the Customer Service team into a more sales-supportive function.
• Team Engagement: Lead weekly team huddles and quarterly meetings with Customer Service Managers (e,g Account Managers/Assistant Account Managers) to ensure alignment and shared goals.
• Managerial Engagement: Attend and present at company-wide manager meetings to provide updates on team performance and initiatives.
• Training & Development: Contribute to the creation and implementation of a Customer Service Training Academy to support onboarding and continuous development.
• Team player with good communication skills

You'll be a good fit for this role if you have/are:

• Previous Management experience - minimum 3 years
• Proactive and highly resourceful.
• Confidently adapt to changing situations with ease.
• Excellent communication skills.
• High level of organisational ability.
• Adaptable in a fast moving, pressured and changing environment.
• Proficiency in Excel
• Positive attitude, with the ability to multitask in a fast-paced environment

What we can offer:

• Full training will be provided
• Workplace pension scheme
• Cycle storage
• Parking onsite
• Referral bonus when you bring your friends to join the team
• 31 days of holiday a year (including public holidays)
• Years of Service Initiative
• Annual Leave Purchase Scheme