Customer Service Manager

Location: Peterborough
Salary: Competitive + benefits

We are currently partnering with a well-established and growing logistics operation to recruit an experienced Customer Support Manager. This is a key leadership role responsible for driving service excellence, enhancing customer experience, and managing a high-performing customer support team.

The Role

As Customer Support Manager, you will play a pivotal role in ensuring customers receive a consistently high-quality service aligned to agreed service levels. You will oversee day-to-day customer operations, act as a key escalation point, and work closely with internal teams to resolve issues efficiently.

You’ll lead, motivate and develop a customer-focused team, whilst implementing continuous improvement initiatives that enhance both service delivery and operational performance.

Key Responsibilities

• Lead and develop the Customer Support team, driving engagement and high performance
• Act as the primary point of contact for internal stakeholders, escalating issues where appropriate
• Ensure all customer queries and communications are handled within agreed SLAs and to a high standard 
• Collaborate cross-functionally to resolve customer-facing issues efficiently and cost-effectively 
• Monitor and report on performance through regular management reporting
• Ensure customer care issues are resolved within required timescales
• Drive continuous improvement across systems, processes, and team capability 
• Manage performance, conduct appraisals, and support employee development
• Promote best practice and a customer-first culture across the wider business

About You

• Proven experience in a customer service or support management role
• Strong leadership skills with the ability to inspire and develop teams
• Excellent communication skills, both written and verbal 
• Highly organised, analytical, and solution-focused
• Able to work autonomously and manage multiple priorities effectively 
• Experience of driving process improvements (Lean / Six Sigma advantageous) 
• A proactive, customer-centric mindset

What Success Looks Like

• High levels of customer satisfaction and service delivery
• Efficient resolution of customer queries within agreed timeframes
• Strong team engagement and performance
• Continuous improvement initiatives successfully implemented