Customer Service Manager

EXCLUSIVE ROLE
Customer Service Manager
Full Time £35,000 
Permanent
Leicestershire

Are you an accomplished Customer Service Manager who excels at leading teams, overcoming challenges, and delivering exceptional customer experiences?

SF Partners are seeking a proactive and organised Customer Service Manager to join a growing business, playing a crucial role in ensuring customers receive outstanding service from initial enquiry through to completion.

This varied role combines people management, operational planning, and customer relationship management, with a focus on identifying opportunities to increase revenue from existing clients.

You will lead a small customer service team, ensuring installations, servicing, and breakdowns are scheduled efficiently to provide a seamless customer journey. Close collaboration with the Operations and Technical teams is essential to maximise engineering resources, resolve issues swiftly, and ensure work is completed correctly the first time.

Alongside operational duties, you will build strong customer relationships, prepare quotations, identify opportunities for additional work, and support customer retention through exemplary service.

Key Responsibilities

• Lead, coach, and support the Customer Service team to achieve high performance.
• Deliver an outstanding customer experience with a right-first-time approach.
• Manage customer enquiries, complaints, and escalations professionally and efficiently.
• Coordinate scheduling of installations, servicing, and breakdowns to optimise workflow.
• Work closely with engineers and internal departments to ensure timely and efficient completion of work.
• Prepare quotations and identify opportunities to offer additional products and services.
• Support the renewal of service agreements and re-engage inactive customers.
• Monitor outstanding work to ensure jobs are completed and invoiced promptly.
• Foster a collaborative working environment across Customer Service, Operations, and Technical teams.

About You
You will be an experienced Customer Service Manager who balances customer satisfaction with operational efficiency. You will be confident leading a team, making informed decisions, and managing multiple priorities in a fast-paced environment.

Ideal candidates will possess:

• Previous experience in a Customer Service Manager or a similar leadership role.
• Experience managing or coordinating customer service teams.
• Excellent communication and relationship-building skills.
• Strong organisational and planning abilities.
• A proactive approach to problem-solving and decision-making.
• Proficiency in Microsoft Office and CRM or business management systems.
• Confidence in working with KPIs and managing team performance.
• A commercial mindset with the ability to identify opportunities to enhance customer value.

Experience working alongside field engineers, service teams, or within engineering, manufacturing, or facilities management environments would be advantageous but is not essential.

What’s on Offer?

• Competitive salary.
• Permanent, full-time position.
• Supportive and collaborative working environment.
• Opportunity to lead an established customer service function.
• Varied role combining leadership, operations, and customer relationship management.
• Genuine opportunity to make a significant impact and contribute to the ongoing success of the business.

If you are a customer-focused leader who enjoys developing teams, improving processes, and building lasting customer relationships, we would be delighted to hear from you.

Apply today to find out more.