Customer Service Manager

Location: Stafford, Staffordshire
Contract: Full-time, Permanent
Salary: £40,000 – £50,000 per annum
Benefits: Profit share bonus scheme, free lunch daily, flexible benefits including holidays, and opportunities for growth in a thriving business

About the Company

Our client is a well-established and fast-growing supplier to the UK healthcare sector, providing essential products and packaging solutions to hospitals, pharmacies, veterinary practices, and care homes nationwide.

With a long-standing reputation for reliability, quality, and exceptional customer care, the business has built trusted relationships across the healthcare industry. It is an organisation where high standards, teamwork and customer focus are at the heart of everything they do.

They are now seeking a talented and driven Customer Service Manager to lead their service team, enhance processes, and ensure every customer receives a consistently outstanding experience.

The Role

This is a pivotal position within the organisation, responsible for setting service standards, building trust across departments, and leading a culture of accountability and continuous improvement.

• Review and refine service processes, identifying gaps and defining clear workflows and SLAs.
• Work closely with Sales and Operations teams to build confidence and streamline customer query handling.
• Oversee daily customer service operations to ensure smooth, timely and accurate order processing.
• Lead, coach and develop a motivated team focused on excellence and consistency.
• Track and analyse service data, identifying trends and reporting insights to senior management.
• Engage directly with customers to gather feedback and use it to improve service delivery.

What Good Looks Like

• A structured, process-led service function with clear standards and accountability.
• Strong collaboration between teams and swift resolution of customer queries.
• Meaningful use of data and customer insight to drive ongoing improvement.
• Transparent reporting and communication with senior leadership.

Requirements

You will be an experienced and confident people manager with a passion for delivering great service and continuous improvement.

Essential skills and experience include:

• Previous experience in customer service management, ideally within a B2B, distribution or manufacturing environment.
• Strong organisational and problem-solving abilities.
• Excellent communication and relationship-building skills across departments.
• Confidence in data analysis and reporting.
• A hands-on, proactive leadership style with a focus on results and team development.

Benefits

• Competitive salary of £40,000 – £50,000 (dependent on experience)
• Profit share bonus scheme
• Free lunch provided daily
• Flexible benefits, including options to buy holidays
• Excellent opportunities for development and progression within a growing business
• Supportive, collaborative working environment

How to Apply

If you are an experienced customer service leader ready to make a real impact in a successful and growing organisation, please apply today.

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