Customer Service Manager
Location: Bury St Edmunds (Hybrid)
Salary: £55,000–£60,000
Type: Full-time, Permanent
My client, a global engineering and manufacturing business, is looking for a Customer Service Manager to lead its EMEA Customer Services function. This is a leadership role focused on delivering an outstanding customer experience, developing a high-performing team, and driving continuous improvement across customer service operations
Key Responsibilities
+ Lead, coach, and develop the Customer Services team
+ Own the end-to-end customer journey from quotation through to aftercare
+ Manage customer escalations and ensure timely, effective resolutions
+ Drive customer satisfaction through proactive communication and service excellence
+ Develop and monitor KPIs to improve team and business performance
+ Identify and implement process improvements across customer service operations
+ Collaborate with Sales, Operations, Engineering, Quality, and Finance to enhance the customer experience
+ Support compliance with export controls, commercial processes, and company policies
Requirements
+ Proven leadership experience within a B2B customer service or customer experience environment
+ Background in engineering, manufacturing, or industrial products preferred
+ Strong coaching, people management, and stakeholder engagement skills
+ Experience using KPIs and continuous improvement to drive performance
+ Confident managing customer escalations and influencing cross-functional teams
+ Commercial awareness with excellent communication and problem-solving skills
+ Degree qualified or equivalent experience
What’s on Offer
+ £55k–£60k salary
+ Hybrid working in Bury St Edmunds
+ Opportunity to shape and lead a high-performing customer service function
+ Comprehensive company benefits package
+ Collaborative environment with genuine opportunities for career progression
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