We're seeking a Customer Service Manager to lead and develop a high-performing customer service function with a strong connection to supply chain operations, order fulfilment and service performance. This is a key role for someone who thrives at the intersection of people leadership, process improvement and technology adoption.

The successful candidate will play a pivotal role in enhancing the end-to-end customer experience, including the implementation and optimisation of customer service technologies.

As Customer Service Manager, you will:

• Lead, coach and develop a customer service team, creating a high-engagement, customer-centric culture
• Act as the key interface between Customer Service, Planning, Logistics, Warehousing and Commercial teams
• Own service KPIs including OTIF, order accuracy, response times, complaints and customer satisfaction
• Drive continuous improvement across order management, query resolution and customer communication
• Lead or support the implementation of customer service technology, such as chatbots, CRM systems, ticketing tools or automation
• Use data and insight to identify trends, root causes and opportunities to improve service and reduce avoidable workload
• Manage escalations professionally, ensuring commercial and customer outcomes are balanced
• Support change and transformation projects within the wider supply chain

About You

You'll bring:

• Proven experience as a Customer Service Manager or Senior Customer Service Leader, ideally within manufacturing, FMCG, retail or supply chain-led environments
• A strong understanding of order-to-cash and supply chain processes
• Experience implementing or optimising customer service technology (e.g. chatbots, CRM, customer portals, workflow tools)
• Confident people leadership skills with experience managing and developing teams
• A structured, data-led approach to performance management and service improvement
• Excellent stakeholder management skills and the ability to influence cross-functionally
• A practical, hands-on mindset with the credibility to lead change

To apply for the role please send your CV to

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates