Head of Customer Services

We're partnering with a global manufacturing company, headquartered in Manchester. While international in reach, this is still very much an SME environment - agile, fast-paced, and full of opportunity for impact.

Client Details

The business has a strong B2B customer base, supplying well-known brands, but also operates a direct-to-consumer arm. This means the Customer Services team handles everything from managing complex order and delivery requirements for business clients, through to supporting individual consumers with order queries and returns.

Description

We're looking for a proven Customer Service leader to head up a small but powerful team of 8. This isn't just about running day-to-day operations - it's about taking the function forward. You'll be tasked with:

• Leading the team through a transformation from traditional order processing into a forward-thinking account management function.
• Using customer feedback, CSAT, and online reviews to drive service excellence and tangible commercial outcomes.
• Identifying opportunities to automate processes, freeing up the team to focus on proactive customer engagement.
• Ensuring seamless order-to-delivery processes across both made-to-order and sourced product lines.
• Bringing fresh ideas that shorten order-to-cash times, improve NPS, and strengthen overall customer experience.

Profile

• An established Customer Service Manager/Head with experience in manufacturing, supply chain, or similarly complex environments.
• Comfortable working in a hands-on, varied SME environment, where no two days look the same.
• Strong systems knowledge - ideally HubSpot, SAP, or similar.
• A track record of delivering measurable improvements within customer service functions.
• Able to inspire a team, build capability, and foster a culture of proactive customer care.

Job Offer

• Salary 50,000 - 60,000 depending on experience.
• Hybrid working: 3 days in the Manchester office.
• The opportunity to shape and modernise a customer services function in a global business with SME agility.