Customer Service Manager

We are currently working on behalf of a leading manufacturer and distributor who are seeking to recruit an experienced Customer Service Manager. This is a fantastic opportunity to develop your career with a market leading employer that promotes from within and allows employees to reach for and realise their potential. Duties & Responsibilities: * Managing the Customer Service department staff: communicating job expectations, undertaking performance reviews, dealing with daily ad hoc issues and queries. * Overseeing the daily workflow and priorities * Ongoing training and mentoring of Supervisor, Team leaders and Customer Service team allowing them to grow in their roles and to learn new skills.0 * Ensuring all recruitment is carried out in accordance with company procedure. * Addressing any staff discipline or grievance issues. * Making sure all members of the team communicate courteously and within agreed timescales, via telephone, email, and live chat, audit for quality and consistency and provide training where needed. * Hold weekly meetings with Supervisor and Team leaders and ensure clear business communication to the wider team. * Improving customer service experience, engaging customers, conducting surveys, and studying and evaluating the results to create customer satisfaction targets. * Creating and monitoring effective customer service processes and standards for best practice. * Implementing productivity and quality targets and work with the team to ensure consistency. * Analysing statistics and creating detailed reports for the management team and identify areas of improvement. * Investigating and solving customer issues passed on by the customer service team, managing the complaints process and look for improvements to avoid escalation. * Keeping up to date with the latest tools and trends in the industry and make recommendations for investment. Skills & Experience Required: * A proven track record of successfully managing, motivating, and supporting a busy Customer Service or Operations team * Strong relationship management skills, including customer-facing and interaction skills, with high-level of customer orientation and strong influencing skills * Excellent communication skills, written and verbal * Outstanding people and interpersonal skills, with the ability to build effective relationships at all levels * Enthusiastic and positive with a can-do hands-on attitude

Location: Ipswich, Suffolk, GB

Posted Date: 11/6/2025