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. Skills & Experience Required
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. Personal Attributes
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.
All candidates must be able to prove that they have the right to work in the UK.

If this role is of interest, Apply Now