Customer Service Manager

Techniche Global is supporting a specialist automotive parts manufacturer based in Harlow in the appointment of an experienced Customer Service Manager.

This is a genuine management role responsible for leading and developing a customer service function consisting of six team members, including Customer Service Advisors, Sales Support, and Marketing Administration.

The successful candidate will have proven experience managing customer service or client-facing teams, with a strong track record of improving performance, developing people, and delivering high standards of customer service. Experience within a B2B environment is preferred, with manufacturing, automotive, engineering, or technical product experience being advantageous.

Key Responsibilities of the Customer Service Manager:

• Lead, manage, and develop the customer service team, ensuring high standards of performance and customer care.
• Coach, mentor, and support team members to improve capability, engagement, and overall team performance.
• Manage performance, attendance, employee relations, and resolve conflicts effectively.
• Ensure customers receive clear communication, accurate information, and a consistently high level of service.
• Manage customer order processes, ensuring requirements are communicated effectively and fulfilled on time.
• Handle customer complaints, investigations, and corrective actions to drive service improvements.
• Identify and implement process improvements to improve customer experience and operational efficiency.
• Build strong relationships with customers, internal teams, and senior stakeholders.
• Monitor team performance and introduce appropriate training and development where required.
• Provide regular updates and reporting to the Sales Operations Director.

• Proven experience managing and developing a customer service team in a management-level role.
• Strong background in customer service, client operations, or customer-facing environments.
• Demonstrable experience improving team performance and customer service standards.
• Excellent leadership skills with the ability to motivate, coach, and develop individuals.
• Strong communication and relationship-building skills across customers, colleagues, and stakeholders.
• Ability to manage multiple priorities and perform effectively in a fast-paced environment.
• Strong problem-solving and decision-making skills with the ability to remain calm under pressure.
• Excellent organisational skills and attention to detail.
• Confident using customer service systems, Microsoft Office, and Excel.
• Experience using ERP systems would be advantageous.
• Experience within manufacturing, automotive, engineering, or technical products would be beneficial.

• Positive and professional approach.
• Customer-focused mindset with a commitment to service excellence.
• Resilient, adaptable, and able to manage changing priorities.
• Proactive, self-motivated, and results-driven.
• A team player who leads by example and creates a positive, high-performing culture.