Customer Service Manager

Job Title: Customer Service LeadLocation: UK (Office-Based)Salary: Competitive (DOE)About the Role:We’re recruiting for a Customer Service Lead to join a market-leading provider of reusable packaging solutions within the European fresh supply chain. With an extensive network across 25 countries, the business is expanding its UK operations and requires an experienced leader to support the ongoing delivery of high-quality service to customers across logistics, retail, transport, and production sectors.This role is perfect for a proactive, organised, and people-focused professional who enjoys coordinating team activity, improving processes, and ensuring seamless customer experiences. You’ll oversee day-to-day team operations, act as the first point of escalation for complex queries, and support key reporting and data analysis activities — all while remaining hands-on with core customer service tasks.Working in a fast-paced environment, you’ll play a vital part in maintaining high standards, developing team capability, and ensuring operational excellence across all back-end processes.Key Responsibilities:Team Leadership & CoordinationLead and support the Customer Service Team on a day-to-day basisPlan team resources to ensure completion of tasks and small projectsCoordinate holiday and absence cover to maintain service continuityAct as the first escalation point for complex queries and complaintsMonitor and report on departmental KPIs and SLAsLead department-based projects and process improvement initiativesTrain, coach, and support team members, keeping accurate training recordsAssist with maintaining documentation of policies, processes, and instructionsCustomer Service OperationsServe as a main point of contact for customers via phone and emailHandle, resolve, log, and follow up on customer complaintsManage customer onboarding and account creation in SAP, including credit checks and documentationEnsure accurate account permissions and pricing configurationsOversee blocked orders and follow up with customers on payments or credit requirementsAccurately manage supplier-to-retailer transactions and resolve discrepanciesInvestigate order, invoice, and account issues in collaboration with operations teamsComplete all administrative tasks required to support customer activityCarry out general office management responsibilitiesReporting & Data ManagementSummarise and report on customer complaints and activity trendsCreate and maintain reports and documentation using ExcelUpdate and manage internal Excel-based toolsAnalyse data to support complex customer queries and business reportingCandidate Profile:Strong verbal and written communication skillsAdvanced Excel skills and confidence using Microsoft OfficeMinimum 2 years’ leadership or supervisory experienceMinimum 2 years’ customer service or administrative experienceLogistics or supply chain experience (desirable)SAP experience (desirable)Highly organised, analytical, and able to perform under pressureCustomer-focused with a proactive, problem-solving mindsetWhat Our Client Offers:Monday–Friday25 days holiday + birthday off4% employer pension contributionPrivate medical insuranceLife assurance (4× salary)Employee discounts programmeEmployee Assistance Programme (EAP) offering free mental health, legal, and financial supportHow to Apply:If you’re an experienced customer service professional with strong leadership skills and a passion for delivering operational excellence, we’d love to hear from you.About Us:We are a recruitment agency specialising in commercial, operational and customer-facing roles across the UK. We partner with forward-thinking organisations and help place talented individuals in roles where they can grow, make an impact, and thrive long term.