Customer Services Manager

Closing Date for Applications: 12noon 20th July 2026

Commencing salary likely to be in the region of £35,000 - 38,000 per annum (or pro rata)

Lyon Equipment Limited is proud to be an employee owned business with a long standing heritage in the work at height and outdoor industries. Based just off the M6 at Tebay - perfectly positioned between the Lake District and Yorkshire Dales - we have been equipping people to 'venture further' since 1973.

We supply market leading products and expertise across the Cycle, Outdoor and Water Sports industries. Working with some of the top global 'outdoor' brands, we are one of the leading distributors in the UK. Additionally, we manufacture a range of bespoke professional products at our facility in Tebay. These are sold through our thriving Work and Rescue department, which supplies equipment, training and expertise to our customers in a range of industries from film and television to the emergency services and military. With 50 years of expertise behind us, we are proud to be the go to company for the Work & Rescue industry. Lyon also has a long standing relationship with Petzl, being home to the Petzl UK Agency and the first UK Petzl Technical Partner.

About the role of Customer Services Manager

Primarily based at our head office in Tebay, you will be responsible for ensuring that the reputation of Lyon Equipment and our brands is maintained by delivering an exceptional level of customer service and identifying areas for continued development in the department.

We consider this a full time position (37.5 hours per week), but alternative hours may be considered. Commencing salary likely to be in the region of £35,000 - £38,000 dependent on experience.

Responsibilities

• Ensuring the smooth day to day running of the Customer Services Department - prioritising tasks, roles and workload management
• Assessing and processing returned items (PPE and non PPE)
• Answering customer, consumer and Lyon staff questions and ensuring all enquiries are closed promptly and to the satisfaction of all stakeholders
• Developing relationships with key brand and customer contacts
• Maintaining and developing the Customer Relationship Management software (CRM) to process after sales and quality cases
• Reviewing outstanding and open cases/enquiries
• Using CRM software to create Lyon supplier reports at intervals requested by brands
• Maintaining physical and virtual Faulty Goods (FG), Quarantine (QT) and "On its Way" (OW) warehouses
• Assisting the Customer Services Advisors with reviewing returned stock for suitability to sell on other sales platforms such as eBay and our B2C website (factory seconds, ex samples etc.)
• Assisting the Customer Services Advisors with processing factory second/ex sample orders - taking stock from Customer Services shelves through to logistics for shipment on payment
• Performing compliance checks on products when required
• Monitoring and maintaining stock levels of spares
• Assisting with internal product training where appropriate
• Maintaining technical, brand and product knowledge and qualifications

Qualifications

• Excellent attention to detail and organisational skills
• Clear, professional written and verbal communication skills
• Experience managing or supervising a team
• Proactive, decisive, outcomes focused approach to work
• Experience collaborating across teams or departments
• Proven resolution and customer service skills
• Experience using CRM systems and producing reports
• Knowledge of and interest in the Outdoor industry and outdoor equipment
• Willingness to learn technical product information

Benefits

• 30 days holiday entitlement per annum including public holidays with loyalty increments (up to 5 extra days holiday)
• 2 pm Friday finish for all staff
• Staff social fund
• Friday off the week of your birthday in addition to holiday entitlement
• Generous trade and staff discount
• Cycle to Work scheme
• Free parking onsite including electric charging facilities
• Opportunity to purchase up to one week's additional annual leave
• Company healthcare scheme including Digital Wellbeing platform, 24/7 employee assistance and counselling services including an Employee Assistance Programme

Closing Date for Applications: 12noon 20th July 2026. Please note we may close this vacancy once we've received enough applications, so we encourage you to apply as soon as you can.