Customer Service Manager
| Posting date: | 09 March 2026 |
|---|---|
| Salary: | £35,000.0 to £45,000.0 per year |
| Additional salary information: | 35000 - 45000 |
| Hours: | Full time |
| Closing date: | 16 March 2026 |
| Location: | Brigg, Lincolnshire, dn20 8HH |
| Company: | Hays Specialist Recruitment |
| Job type: | Permanent |
| Job reference: | 4777785_1773068178 |
Summary
CUSTOMER SERVICES MANAGER JOB
We are looking for a dynamic and hands‑on Customer Service Manager to lead a team of 10 Customer Service Officers in a fast‑paced environment. Working closely with some of the UK's leading retailers, you will play a key role in ensuring all customer orders are processed accurately, dispatched on time, and delivered in full to meet agreed deadlines. Don't be afraid of applying if you are a Team Leader looking for a step-up!
This role requires a proactive leader who is willing to roll up their sleeves, drive operational excellence, and maintain consistently high customer satisfaction. You'll coach, support, and motivate the team while confidently implementing change, managing peak‑period challenges, and resolving service issues quickly and effectively.
Key Responsibilities
- Ensure customer retention by delivering exceptional service from the back‑office Customer Service team
- Oversee day‑to‑day work allocation and ensure processes and procedures are followed
- Identify inefficiencies within key accounts, implement improved routines, and monitor results
- Travel between three sites each month (Brigg/Leeds/Essex with an overnight stay) to maintain consistent support and team engagement
- Lead daily meetings and delegate work across the Customer Service team
- Ensure all orders are received and processed within 24 hours
- Confirm orders with customers, checking stock availability and incoming deliveries
- Manage your own customer base, including quotations, order processing, and delivery issue resolution
- Coordinate holiday and sickness cover to maintain service levels
- Maintain and deliver skills matrix training within the team
- Ensure Customer Service SLAs are consistently met
- Handle and resolve customer claims efficiently
- Create credit notes and work with Finance to resolve outstanding payments
- Produce monthly productivity reports
- Carry out key customer account checks to prevent delivery issues
- Conduct annual appraisals and mid‑year reviews, create development plans and identify training needs
- Set clear objectives aligned with commercial priorities
- Lead recruitment activities including interviews, inductions, and probation reviews
Skills & Experience Required
- Several years' experience in Customer Service roles
- Previous experience as a Team Leader or Customer Service Manager is essential
- Strong understanding of logistics and operations
- Highly organised with excellent time‑management skills
- Proficient in Microsoft Office (Excel at intermediate level or higher formulas/pivot tables/lookups)
- Self‑motivated with a proactive, solution‑focused approach
We are looking for a confident leader who can inspire, challenge, and support a busy team. Someone comfortable making decisions, driving improvements, and maintaining high performance-especially during peak periods. You must have a UK driving licence.
What you'll get in return
Free parking
25 days holidays plus stats
Auto enrolment pension
Life assurance
Employee assistance program
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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