Customer Service Manager

Customer Services Manager

Location: Liverpool

Salary: £60k basic plus, pension, 25 holidays, Life cover x3, Pension 6.75%Hols 23 days, Medical Cashback Plan

About the Role:

We are looking for a dynamic and experienced Customer Service Manager to join our team based in Liverpool. This role will see you leading a dedicated customer service team in delivering exceptional service to defence and military customers. You will manage and support a team of six, some of whom work remotely, ensuring that customers receive prompt, professional, and effective assistance across a variety of service touchpoints. You will be responsible for overseeing day-to-day operations, driving service excellence, and maintaining strong relationships with both internal stakeholders and external military clients. You will also play a key role in refining processes and ensuring that the team is equipped to handle the unique challenges of supporting the defence sector.

Key Responsibilities:

• Lead, motivate, and manage a team of 6 customer service representatives, ensuring high standards of customer care are maintained at all times.
• Provide guidance and support to both in-office and remote team members.
• Develop and implement strategies to improve customer satisfaction, streamline processes, and drive efficiency.
• Manage escalations and resolve complex customer service issues in a timely and professional manner.
• Managing the team with export documentation and contract support
• Ensure all service requests, enquiries, and returns are handled in compliance with company procedures and industry regulations.
• Maintain strong working relationships with military and defence customers, ensuring their specific needs and requirements are met.
• Liaise with internal teams such as sales, logistics, and finance to ensure customer requirements are fulfilled.
• Oversee the preparation of export documentation, delivery schedules, and related service reports.
• Support the development and training of the customer service team to enhance their skills and capabilities.
• Collaborate with senior leadership on strategic planning and continuous improvement initiatives.

What We’re Looking For:

• Previous experience in a Customer Service Management role, ideally within a technical, defence, or military-related environment or from a general manufacturing background.
• Strong leadership skills with experience managing a mixed in-office and remote team.
• Experience with SAP is advantageous, though not essential.
• Familiarity with export documentation and military compliance processes would be beneficial, but not required.
• Excellent communication skills and the ability to build strong relationships with customers and internal teams.
• A proactive and solutions-driven mindset, with a keen eye for process improvement.
• Strong organisational and time management skills.
• The ability to work in a fast-paced, deadline-driven environment.

Benefits:

• Competitive salary and benefits package.
• Opportunity to work with a diverse, collaborative team in the defence sector.
• Professional development opportunities.
• A dynamic and supportive working environment.

If you are passionate about customer service and thrive in an environment where you can make a real impact, we’d love to hear from you. Apply now to join our team and help us deliver outstanding service to our valued defence and military customers.