Platform Recruitment
Customer Service Manager
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Customer Service Manager
Location: Bury St Edmunds (Hybrid)
Salary: £55,000–£60,000
Type: Full-time, Permanent
My client, a global engineering and manufacturing business, is looking for a Customer Service Manager to lead its EMEA Customer Services function. This is a leadership role focused on delivering an outstanding customer experience, developing a high-performing team, and driving continuous improvement across customer service operations.
Key Responsibilities
- Lead, coach, and develop the Customer Services team
- Own the end-to-end customer journey from quotation through to aftercare
- Manage customer escalations and ensure timely, effective resolutions
- Drive customer satisfaction through proactive communication and service excellence
- Develop and monitor KPIs to improve team and business performance
- Identify and implement process improvements across customer service operations
- Collaborate with Sales, Operations, Engineering, Quality, and Finance to enhance the customer experience
- Support compliance with export controls, commercial processes, and company policies
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Requirements
- Proven leadership experience within a B2B customer service or customer experience environment
- Background in engineering, manufacturing, or industrial products preferred
- Strong coaching, people management, and stakeholder engagement skills
- Experience using KPIs and continuous improvement to drive performance
- Confident managing customer escalations and influencing cross-functional teams
- Commercial awareness with excellent communication and problem-solving skills
- Degree qualified or equivalent experience
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What’s on Offer
- £55k–£60k salary
- Hybrid working in Bury St Edmunds
- Opportunity to shape and lead a high-performing customer service function
- Comprehensive company benefits package
- Collaborative environment with genuine opportunities for career progression
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