Customer Support Manager

We're excited to announce a brand-new opportunity for a Customer Support Manager — a strategic leadership role created to shape the future of our customer experience.

As the Customer Support Manager, you'll provide direction, structure, and inspiration to our dedicated Customer Support Team — including supply chain and aftersales — driving continuous improvement and ensuring our customers receive nothing short of excellence.

You'll take the lead in developing best-in-class support practices, coaching a talented team, and embedding quality and efficiency into every interaction. This role is ideal for a hands-on leader who loves driving change, building strong teams, and using data and insight to elevate service delivery.

Who are We

Dexion Material Handling is a trusted name in industrial storage, delivering smart, scalable solutions that help businesses make the most of their space. From pallet racking and shelving to fully automated systems and bespoke warehouse designs, Dexion supports logistics operations across sectors with precision-engineered products backed by decades of expertise.

As part of the global Gonvarri Material Handling group, we bring together deep engineering know-how with a practical, customer first approach. We work closely with businesses of all shapes and sizes to create tailored systems that boost efficiency, cut hassle, and keep things running smoothly.

What You'll Be Doing

Lead, coach, and inspire the customer support and aftersales teams to deliver outstanding service and meet key performance goals.

Operate strategically to design and improve processes, technology, and service delivery models that enhance the customer experience.

Monitor and analyse key customer metrics (response times, resolution rates, satisfaction scores) to drive continuous improvement.

Develop and implement customer support policies, training, and quality assurance programs to maintain high standards across all channels.

Handle escalated customer issues with professionalism and a customer-first mindset, ensuring quick and fair resolution.

Collaborate with internal departments (Finance, Sales, Supply Chain, and Project Management) to streamline communication and align goals.

Support the growth and development of the dealer sales channel, ensuring consistency and service excellence.

Report on customer support and aftersales metrics, identifying trends and implementing improvements where needed.

Oversee supply chain performance metrics including lead times, stock levels, and client response efficiency.

About You

Proven experience in a customer support management role, ideally in a fast-paced or complex environment.

A natural leader who enjoys motivating teams, developing talent, and creating a positive, performance-driven culture.

Strong communication and interpersonal skills — able to engage confidently with customers, stakeholders, and team members.

Excellent problem-solving and conflict resolution abilities with a hands-on approach to leadership.

CRM experience (Microsoft Dynamics preferred but not essential).

Strong collaboration and teamwork skills, with the ability to work cross-functionally.

A passion for delivering exceptional customer experiences and driving continuous improvement.

Knowledge of supply chain practices is desirable, but not essential.

Why Join Us?

Be part of a growing business where your leadership will make a visible impact.

The chance to shape and develop a newly created role with full strategic input.

A supportive, collaborative culture that values innovation and improvement.

Competitive salary, benefits package, and genuine opportunities for career progression.

If you're a dynamic leader who's passionate about people, performance, and putting customers first, we'd love to hear from you.

Job Type: Full-time

Pay: £50,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Free parking
• On-site parking
• Sick pay

Ability to commute/relocate:

• Swindon SN3 5HY: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Customer Service Management or equivalent: 5 years (preferred)

Work authorisation:

• United Kingdom (required)

Location:

• Swindon SN3 5HY (preferred)

Work Location: In person