SonicJobs Logo
Login
Left arrow iconBack to search
  1. Home
  2. Yateley
  3. Chief marketing officer
  4. Customer Services Manager

Customer Services Manager

Certain Advantage
Posted 14 hours ago, valid for 15 days
Location

Yateley, Hampshire GU46 7LS, England

Contract type

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

info
  • The Customer Services Manager position is based in Blackbushe and offers a competitive salary along with benefits.
  • Candidates should have prior experience managing customer support teams in a technical or offshore engineering environment, with a minimum of 5 years in a relevant role.
  • The role involves leading a UK-based team, coordinating global resources, and managing processes to ensure high-quality customer support.
  • Key responsibilities include performance monitoring, customer satisfaction initiatives, and budget management for a department exceeding £1 million.
  • Occasional international travel is required, and applicants should possess strong leadership skills, effective communication abilities, and an engineering background.
Job Title: Customer Services ManagerLocation: Blackbushe (with occasional international travel)Contract Type: PermanentSalary: Competitive + BenefitsIndustry: Engineering / Offshore / Technical SupportWe are recruiting on behalf of a leading global engineering and technology organisation, seeking an experienced Customer Services Manager to lead and develop a team of customer support professionals. The role focuses on delivering high-quality first- and second-line support across a broad technical product range used in offshore and complex operational environments.This is a key leadership role requiring a mix of technical understanding, people management, and process improvement skills within a fast-paced, customer-facing setting.Key Responsibilities:
  • Team Leadership: Manage a UK-based team of Offshore Field Engineers and Customer Support staff. Define clear responsibilities, provide feedback, and ensure high performance and development across the team.
  • Global Resource Coordination: Work with regional offices to plan and deploy engineering resources to support customer operations 24/7/365.
  • Process & Policy Management: Maintain and develop policies related to customer support workflows—including technical support, escalation procedures, CRM data accuracy (Salesforce), field reports, and training coordination.
  • Health & Safety: Implement and manage safety policies, conduct risk assessments, and ensure team wellbeing through compliance and continuous training.
  • Performance Monitoring: Track key support metrics including response times, open case volumes, training feedback, and cost-efficiency per job/engineer.
  • Customer Satisfaction: Lead initiatives to measure, assess, and improve customer satisfaction levels globally.
  • Budget Management: Oversee and report on the departmental budget (circa £1m+), aligning with operational and financial targets.
  • Internal Collaboration: Liaise with cross-functional teams and international offices to ensure smooth customer support operations and alignment with wider business goals.
  • Direct Customer Interaction: Support resolution of escalated issues, second/third-line diagnostics, and clarification of service strategies.
Key Requirements:Essential:
  • Prior experience managing customer support teams in a technical or offshore engineering environment
  • Engineering background (mechanical, electrical, hydrographic, or related discipline)
  • Strong leadership skills with proven success managing teams supporting global operations
  • Confident communicator, capable of engaging with both technical teams and external clients
  • Experience resolving customer issues, deploying resources, and using CRM tools (e.g., Salesforce)
Desirable:
  • Offshore oil & gas industry experience
  • Knowledge of customer satisfaction measurement tools and processes
  • Familiarity with complex, multi-product technical systems
Travel and Work Conditions:
  • Occasional international travel required (less than 10%)
  • Offshore training required (for understanding field team operations)
  • Office-based with some hybrid flexibility depending on business needs
How to Apply:If you have the technical leadership experience and a customer-centric mindset required for this role, please apply with your CV and a brief cover note highlighting your relevant background.

Apply now in a few quick clicks

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Logo
SonicJobs
Your next career move. Sorted.
Search jobsbackground image

Contact us

© 2017 - 2025 SonicJobs App Ltd. All rights reserved

Terms & Conditions | Privacy Policy | Browse Jobs