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Customer Service Manager
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Colchester
Salary: GBP40,000 - GBP50,000
Working Hours: Monday to Friday 8:30am to 5:00pm
Start Date: January 2027
KHR are recruiting for an experienced Customer Services Manager to lead and develop a customer service function within a growing, internationally operating manufacturing business.
This is a hands-on leadership role with the opportunity to shape the department, improve processes and systems, enhance the customer experience, and drive commercial performance. You'll take ownership of the customer service team, introduce new ways of working, and act as the voice of the customer across the wider business.
Key Responsibilities
- Lead, coach, and develop the Customer Service team, setting clear service standards, KPIs, and performance targets
- Drive improvements across customer service processes, procedures, and systems, including CRM, helpdesk, and workflow automation
- Oversee customer enquiries, order processing, technical queries, and escalated complaints, ensuring a high standard of service
- Monitor customer feedback, service data, and performance metrics to identify opportunities for improvement
- Work closely with Sales, Production, Technical, and Operations teams to improve communication and customer satisfaction
- Coordinate order fulfilment, production lead times, shipping, and delivery updates
- Identify opportunities to maximize upselling and cross-selling, supporting wider business growth
- Lead system implementation projects, develop SOPs, and introduce more efficient ways of working
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Candidate Profile
- Proven experience in a Customer Service or Customer Care management role, with a track record of improving processes and procedures
- Strong team leadership skills, with experience coaching, developing, and managing performance
- Confident using CRM systems, order processing platforms, and customer support tools, ideally including Business Central or Dynamics
- Experience with workflow automation, KPI reporting, and using data to drive improvements
- Excellent communication, problem-solving, and organizational skills, with the ability to manage complex customer escalations
- Experience with exports and shipping quotations
- Experience within manufacturing, packaging, textiles, or technical products would be advantageous
- German language skills would also be beneficial
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At KHR, we take care to ensure that you are represented as well as possible, so it is worth checking your CV for layout, spelling, and grammar, as well as making sure it is up to date before you submit. If you feel you need to highlight particular qualifications, skills, or relevant experience with regard to a specific role, then please add a cover letter or a preface page. This does not need to be formatted in the same manner. In addition, if your CV is heavy with graphics, etc, please could you also submit a clean copy in Word. Thank you.
Knowledge House Resourcing Ltd is acting as an Employment Agency in relation to this vacancy. KHR: Recruitment Specialists is a trading name of Knowledge House Resourcing Ltd. Keep in touch with us online for job alerts, industry updates, and market...
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