Customer Service Manager

Job Title: Customer Service Manager

Location: Leeds, LS16 (Horsforth)

Salary: 35,000- 40,000 (DOE)

Role Overview

Lead and manage customer service and order processing functions to ensure a high-quality customer experience, accurate order handling and efficient day-to-day operations. The role focuses on team leadership, performance management and continuous improvement across service and operational processes.

Key Responsibilities

• Lead and develop customer service and order processing teams (including offshore)
• Ensure high service standards, timely responses and effective issue resolution
• Oversee accurate and efficient order and quote processing
• Manage KPIs, team performance and continuous improvement initiatives
• Act as escalation point across customer service, sales and operations
• Drive process efficiency, communication and cross-team alignment

Key Requirements

• Experience managing customer service or operational teams
• Strong leadership, communication and organisational skills
• Ability to manage high workloads and competing priorities
• Customer-focused with strong problem-solving ability
• Experience with CRM/order systems (offshore exposure beneficial)

Key KPIs

• Response times and service levels
• Customer satisfaction (e.g. NPS)
• Order accuracy and efficiency
• Team performance and engagement

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.