Customer Service Manager

Customer Service ManagerColchester 40,000 - 50,000Monday to Friday 8.30am to 5.00pm Start Date - January 2027KHR 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 ..... full job details .....