Customer Service Manager

INTERNATIONAL RECRUITMENT & HR EXPERTS ACROSS THE PLASTICS, PACKAGING, SPECIALITY CHEMICALS, LIFE SCIENCES, BIOPOLYMER, FOOD ADDITIVES & INGREDIENTS, ENERGY AND RECYCLING SECTORS SINCE 1975.

Customer Service Manager 
Based in Tyne & Wear

Salary Expectations: £50,000 to £60,000 dependent on experience.

Benefits: flexibility on home and office working, start & finish times

Job ref: AZ/65025

Client overview
Listgrove is supporting a leading supplier of various packaging materials to the UK and European food industry.

Role Summary
Lead and manage the customer service function on site. Support and develop a team who are responsible for providing the highest standard of service to all customers. Identify and drive continuous improvement activities across the department. Collaborate with cross functional teams to optimise processes to enhance customer experience. 

Key Activities and Responsibilities
•    Lead the customer service team to deliver exceptional service.
·    Drive change and improve all reporting systems related to margins, forecasting, pricing etc
•    Monitor performance of team members, provide coaching, and conduct regular one-to-one reviews. 
•    Handle escalated queries, ensuring swift resolution and customer satisfaction.
•    Identify and drive continuous improvement activities across the department.
•    Collaborate with other departments to streamline processes and enhance customer experience.
•    Liaising and communicating with the internal functions and stakeholders to ensure agreed customer targets are met.
•    Attend customer review meetings as and when required at customer sites.
•    Lead an internal cross functional meeting daily.
•    Ability to adapt and be flexible to changes within a dynamic customer environment.
•    Understanding of systems and processes required to support Continuous Improvement projects.
•    Collaborate with production and planning teams based on other UK sites.

Experience
•    CRM or similar system experience and implementation
·    Experience in leading a team.
•    Experience in coaching and engaging employees.
•    Experience in managing a customer service team (desired not essential).
•    Experience in the packaging or food industry (desired not essential).
•    Experience in identifying and driving continuous improvement activities.
•    Excellent computer skills particularly Excel.
•    Experience in change management.

Skills
•    The ability to identify areas for improvement and execute ideas.
•    Excellent communication skills, with both internal and external stakeholders, providing them with up-to-date, accurate information. 
•    A strong proactive attitude is required to ensure high service levels are maintained with customers. 
•    A high level of attention to detail during day-to-day activities to maintain accurate information.
•    Be able to demonstrate commercial awareness i.e. price lists / cost of product and develop a good understanding of business functions within the company.
•    Ability to work on own initiative and as part of a team.
•    Ability to identify what impacts other stakeholders and manage accordingly.

Change Management, Projects and Improvement Initiatives
Seek continual improvements in key target areas - service provided to customers, Service delivery KPI’s, relationship building, dispute resolution …..

Actively participate in initiatives to improve:
•    External stakeholder engagement
•    Health and safety in the workplace
•    Environmental impact of company activities
•    Quality standards through process improvements

Work with all departments within the business to ensure continual improvement of stakeholder service

Assist in the implementation of proactive change and ideas

Please understand that due to the expected high number of applications, only shortlisted candidates will be contacted directly

For reasons of better legibility, the simultaneous use of the language forms male, female and diverse (f/m/d) is avoided. All personal designations apply equally to all genders.

For UK roles, candidates must be eligible to work and live in the United Kingdom. Proof of eligibility will be required with your application.

CONNECT WITH ME ON LINKEDIN. 

Why select Listgrove?
·    Five Decades of Market Intelligence
·    Unrivalled Industry Networks
·    Recognised International brand
·    HR Qualified Professionals

To hear from our clients on how we have supported their search for talent and HR needs, please visit Listgrove’s Case Studies page.  

Throughout 2026 & 2027 you can meet with Listgrove at the following exhibitions:
Interpack, France Innovation Plasturgie, Interplas UK, Plast Milan, Fakuma, ArabPlast, NPE 2027. 

Meet us at Plastics Live Ireland in Dublin, 26-27 November, Stand B7

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