Customer Service Manager
Techniche Global Ltd
This is a genuine management role responsible for leading and developing a customer service function consisting of six team members, including Customer Service Advisors, Sales Support, and Marketing Administration.
The successful candidate will have proven experience managing customer service or client-facing teams, with a strong track record of improving performance, developing people, and delivering high standards of customer service. Experience within a B2B environment is preferred, with manufacturing, automotive, engineering, or technical product experience being advantageous.
Key Responsibilities of the Customer Service Manager:
- Lead, manage, and develop the customer service team, ensuring high standards of performance and customer care.
- Coach, mentor, and support team members to improve capability, engagement, and overall team performance.
- Manage performance, attendance, employee relations, and resolve conflicts effectively.
- Ensure customers receive clear communication, accurate information, and a consistently high level of service.
- Manage customer order processes, ensuring requirements are communicated effectively and fulfilled on time.
- Handle customer complaints, investigations, and corrective actions to drive service improvements.
- Identify and implement process improvements to improve customer experience and operational efficiency.
- Build strong relationships with customers, internal teams, and senior stakeholders.
- Monitor team performance and introduce appropriate training and development where required.
- Provide regular updates and reporting to the Sales Operations Director.
- Proven experience managing and developing a customer service team in a management-level role.
- Strong background in customer service, client operations, or customer-facing environments.
- Demonstrable experience improving team performance and customer service standards.
- Excellent leadership skills with the ability to motivate, coach, and develop individuals.
- Strong communication and relationship-building skills across customers, colleagues, and stakeholders.
- Ability to manage multiple priorities and perform effectively in a fast-paced environment.
- Strong problem-solving and decision-making skills with the ability to remain calm under pressure.
- Excellent organisational skills and attention to detail.
- Confident using customer service systems, Microsoft Office, and Excel.
- Experience using ERP systems would be advantageous.
- Experience within manufacturing, automotive, engineering, or technical products would be beneficial.
- Positive and professional approach.
- Customer-focused mindset with a commitment to service excellence.
- Resilient, adaptable, and able to manage changing priorities.
- Proactive, self-motivated, and results-driven.
- A team player who leads by example and creates a positive, high-performing culture.
All candidates must be able to prove that they have the right to work in the UK.
If this role is of interest, Apply Now!
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