Customer Service Manager (B2B)

Customer Services Manager (B2B)

Location: Middlewich, Cheshire (Office Based)
Salary: Up to £40,000 per annum (depending on experience)
Hours: Flexible working hours covering an operational window of 8:00am – 6:00pm. Start and finish times will be agreed to support staggered team coverage.

About the Role:

A well-established and growing logistics business is seeking an experienced Customer Services Manager to lead a small, office-based Customer Support team. This is an exciting opportunity to join a forward-thinking organisation that is investing heavily in the latest AI-driven technologies while continuing to expand its customer portfolio.

Reporting to the Head of Control Centre, you will oversee the day-to-day delivery of customer support operations, ensuring excellent service levels across a diverse B2B client base. You will also play a key role in driving process improvements through the implementation of new technologies and reporting platforms.

Key Responsibilities:

• Manage and lead a small Customer Support team within a busy control centre environment.
• Oversee all day-to-day customer interactions and account management.
• Ensure accurate order management and timely resolution of customer queries and exceptions.
• Monitor and report on KPIs, forecasts and performance metrics.
• Produce management information (MI) reports for both internal stakeholders and customers.
• Lead the implementation and adoption of new technologies, including AI solutions and reporting platforms such as Cognos and Power BI.
• Build strong working relationships with internal departments including Sales, Operations and Finance.
• Conduct regular customer review meetings via Microsoft Teams and face-to-face where required.
• Drive continuous improvement across customer service processes and reporting.

Candidate Requirements:

We're looking for someone who can demonstrate:

• Previous experience in a Customer Services or Customer Support role within a B2B environment.
• Experience leading or supervising a team (Team Leader, Supervisor or Junior Manager level as a minimum).
• Excellent IT skills, with experience of AI systems, Cognos and/or Power BI being highly advantageous.
• Strong analytical skills with experience managing data, reports, spreadsheets and performance statistics.
• Excellent communication and relationship-building abilities.
• Proven conflict resolution and problem-solving skills.
• Strong organisational skills with the ability to remain calm under pressure.
• A-Level education (or equivalent), with strong Maths and English results preferred.
• A full UK driving licence, as occasional client visits will be required.

Additional Information:

• This is a newly created position offering genuine opportunity to shape and develop the Customer Support function.
• Candidates progressing to the second stage of the interview process will complete a personality profiling assessment.

Apply Today

If you're an experienced Customer Services professional looking to take the next step in your management career with a growing and innovative business, we'd love to hear from you.

Apply now with your up-to-date CV, or contact us for a confidential discussion about the opportunity.