Customer Services Manager

Main Purpose of Role:

To lead the Customer Service and Technical Support teams, ensuring an exceptional customer experience whilst maximising sales opportunities and supporting business growth.

The role is responsible for managing customer enquiries, quotations, orders, technical support and complaints, whilst driving quotation conversion, improving team performance and delivering excellent service levels. Working closely with Sales, Operations, Production, Logistics and Finance, the Customer Service Manager will ensure seamless customer journeys and effective cross-functional collaboration.

Key Tasks:

• Direct line management of the Customer Service and Technical Sales Team
• Lead, develop and motivate the Customer Service and Technical Support teams.
• Deliver exceptional customer service across all customer touchpoints.
• Manage reactive and proactive sales workloads to ensure responsiveness and efficiency.
• Maximise sales opportunities through effective handling and follow-up of enquiries and quotations.
• Monitor, analyse and improve quotation conversion rates and sales performance.
• Act as the escalation point for customer complaints and service issues, ensuring timely resolution.
• Work closely with external sales teams to support customer retention and revenue growth.
• Collaborate with Operations, Production, Logistics and Finance to deliver outstanding customer outcomes.
• Establish and monitor KPIs relating to customer service, conversion, productivity and customer satisfaction.
• Drive continuous improvement of processes, systems and customer experience.

Key Measures of success

• Customer satisfaction and retention.
• Complaint resolution performance.
• Quotation conversion rate.
• Response and turnaround times.
• Sales order value generated through the customer service function.
• Team productivity and engagement.
• Effective collaboration with Sales, Operations and Finance.

Key Requirements for Role:

• Ability to multitask and work to tight deadlines.

• Experience of managing, training, developing and supporting a team.
• A calm and professional manner at all times.
• Demonstratable sales and technical ability

Health & Safety:

Environmental:

• Every employee is responsible for their own safety and for the safety of others and has a duty to respect and implement the AWMS H&S Policy and the procedures for the activities that are applicable to their area of responsibility, regardless of the location of work.
• You will actively participate in the Near Miss reporting program and other continuous improvement projects as dictated by the business.
• As responsibilities will differ from role to role, all specific H&S responsibilities are clarified in the accompanying duty holder register, which is part of your H&S Induction on site.

• Every employee is also responsible for attempting to minimise their impact on the environment and preventing pollution by respecting and implementing the AWMS Environmental policy and procedures for the activities that are applicable to their area of responsibility, regardless of the location of work.

Preferred Experience:

• Strong Customer Service Background
• Previous managerial experience
• Strong commercial acumen
• Ability to work under pressure in a commercial environment