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Customer Service Manager

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Recruiter
KHR - Recruitment Specialists
Location
Colchester
Salary
£40,000 - £50,000 per year (Benefits)
Contract
Permanent
Work pattern
Full Time
First listed by Ontap
13 October 2026
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Job description

Customer Service Manager

Colchester

40,000 - 50,000

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 maximise upselling and cross-selling, supporting wider business growth
Lead system implementation projects, develop SOPs and introduce more efficient ways of working

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 organisational 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

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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