Are you an experienced Customer Service leader who is passionate about delivering an exceptional customer experience and developing high-performing teams?

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We are looking for a Customer Service Manager to lead and develop the Customer Services function across EMEA. This is a senior leadership role with responsibility for shaping the customer journey, improving processes and ensuring customers receive a consistently professional, proactive and high-quality service.

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You’ll act as the internal voice of the customer, working closely with Sales, Operations, Engineering, Quality and Finance to remove barriers, resolve issues and support business growth.

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Who are we?

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We are Busy Bee Recruitment, an award-winning recruitment agency supplying both temporary and permanent staffing solutions throughout the UK to our client base spanning multiple sectors including Sales, Marketing, Industrial, Manufacturing, Engineering, IT, Accountancy, Administration & Executive Search.

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Key Responsibilities

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• Lead, coach and develop a high-performing Customer Services team.

• Create a culture of accountability, engagement and continuous development.

• Own the end-to-end customer journey, from quotation through to order fulfilment and aftercare.

• Ensure customers receive clear, proactive and professional communication throughout their journey.

• Take ownership of customer escalations and work quickly to resolve issues and restore confidence.

• Develop and monitor customer-focused and operational KPIs.

• Use data, root cause analysis and Pareto analysis to identify recurring issues and opportunities for improvement.

• Drive process improvements to increase efficiency, quality and customer satisfaction.

• Work collaboratively with Sales, Operations, Engineering, Quality and Finance to support business growth and delivery performance.

• Support the successful onboarding of new customers and help develop long-term customer relationships.

• Identify changes in customer engagement or behaviour that could indicate a risk to customer retention.

• Develop strong market and customer knowledge to support better commercial decision-making.

• Support contract reviews and recommend appropriate payment terms alongside Sales and Finance.

• Ensure relevant company policies, procedures and compliance requirements are followed.

• Take a positive and productive approach to change and support wider business projects where required.

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Ideal Candidate

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• Previous experience managing and developing a Customer Service or Customer Experience team.

• Strong people management and coaching skills.

• Experience managing customer escalations and complex customer issues.

• A track record of improving processes and service performance.

• Strong commercial awareness and an understanding of the impact Customer Service has on retention and growth.

• Excellent communication and stakeholder management skills.

• The confidence to challenge existing processes and influence teams across a wider business.

• A data-driven approach, with experience using KPIs to measure and improve performance.

• Experience working within a B2B, manufacturing, engineering or similarly complex environment would be advantageous.

• A proactive, solutions-focused approach with the ability to balance customer needs with commercial considerations.

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Ready to take the next step in your customer service career? Apply today to find out more about this exciting opportunity!

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If you have not received a response within 3-5 working days, unfortunately your application has been unsuccessful. Busy Bee Recruitment Ltd is acting as an Employment Agency for this Permanent vacancy.

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