Customer Service Manager

Customer Service Manager
Colchester
£40,000 - £50,000
Monday to Friday 8.30am to 5.00pm
Start Date - January 2027

KHR are recruiting for an experienced Customer Services Manager to lead and develop a customer service function within a growing, internationally operating manufacturing business.

This is a hands on leadership role with the opportunity to shape the department, improve processes and systems, enhance the customer experience and drive commercial performance. You'll take ownership of the customer service team, introduce new ways of working and act as the voice of the customer across the wider business.

Key Responsibilities

• Lead, coach and develop the Customer Service team, setting clear service standards, KPIs and performance targets
• Drive improvements across customer service processes, procedures and systems, including CRM, helpdesk and workflow automation
• Oversee customer enquiries, order processing, technical queries and escalated complaints, ensuring a high standard of service
• Monitor customer feedback, service data and performance metrics to identify opportunities for improvement
• Work closely with Sales, Production, Technical and Operations teams to improve communication and customer satisfaction
• Coordinate order fulfilment, production lead times, shipping and delivery updates
• Identify opportunities to maximise upselling and cross selling, supporting wider business growth
• Lead system implementation projects, develop SOPs and introduce more efficient ways of working

Candidate Profile

• Proven experience in a Customer Service or Customer Care management role, with a track record of improving processes and procedures
• Strong team leadership skills, with experience coaching, developing and managing performance
• Confident using CRM systems, order processing platforms and customer support tools, ideally including Business Central or Dynamics
• Experience with workflow automation, KPI reporting and using data to drive improvements
• Excellent communication, problem solving and organisational skills, with the ability to manage complex customer escalations
• Experience with exports and shipping quotations
• Experience within manufacturing, packaging, textiles or technical products would be advantageous
• German language skills would also be beneficial