Job Description

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.
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.

Make an impact fast - forward thinking leadership team Lead the transformation of this customer function

• 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.

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.

• 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.

Skills Required