Customer Service Manager

Trinity Resource Solutions • Permanent • Gerrards Cross, Buckinghamshire, England, United Kingdom • £45k - £50k / year • 7h ago

Lead a Customer Service Team Through an Exciting Period of Growth & Transformation
We're working exclusively with an ambitious healthcare organisation entering an exciting new chapter following significant investment and business expansion.
This isn't simply about managing an established customer service team.
It's about helping shape the future.

With the implementation of a new ERP platform, the launch of an exciting new division and continued international growth, we're looking for an inspirational Customer Service Manager who enjoys developing people, improving processes and building exceptional customer relationships.
If you're someone who naturally brings people together, embraces change and enjoys making a genuine impact, we'd love to hear from you.

The Opportunity
Reporting into the Head of Operations, you'll lead a high-performing Customer Service team, creating an environment where people are motivated, engaged and continually improving.
You'll play a key role in developing the team, embedding new ways of working and ensuring customers continue to receive an outstanding experience throughout periods of change and growth.
You'll also work closely with Sales, Procurement, Logistics and Quality, ensuring the customer service function becomes an increasingly commercial part of the business by strengthening client relationships and identifying opportunities to support business growth.
This is an opportunity to genuinely influence how the customer service function develops over the coming years.

What You'll Be Doing

Lead, coach and develop a Customer Service team, creating a positive, high-performing culture.
Drive continuous improvement across customer service processes and systems.
Support the implementation and embedding of a new ERP system.
Build strong relationships with key customers and internal stakeholders.
Coach the team to identify opportunities that support the commercial growth of the business.
Partner closely with Sales to improve customer engagement and generate new opportunities.
Lead operational change, ensuring the team embraces new processes and ways of working.
Monitor performance through KPIs whilst maintaining exceptional service standards.
Oversee customer order management, escalations and service delivery.
Ensure compliance within a regulated healthcare environment.
Support recruitment, onboarding and development of future team members as the business continues to grow.

About You
We're far more interested in your leadership style than simply your job title.
You'll enjoy developing people, building relationships and creating positive change.

You'll probably have experience in:

Managing or leading a Customer Service, Customer Operations or Customer Experience team.
Coaching and developing high-performing people.
Leading teams through organisational or system change.
Driving continuous improvement initiatives.
Working collaboratively across multiple departments.
Building long-term customer relationships.
Operating within healthcare, pharmaceuticals, medical devices or another regulated environment.
ERP systems (Microsoft Business Central would be highly advantageous.)

You'll Also Bring

A naturally engaging and approachable leadership style.
Excellent communication and stakeholder management skills.
A proactive mindset with a passion for continuous improvement.
Strong organisational skills and attention to detail.
The ability to balance operational delivery with people development.
Experience working in fast-paced customer-focused environments.

Why Join?
This is a business investing heavily in its future.
Backed by international growth and exciting expansion plans, you'll join at a pivotal time where your ideas, leadership and experience will genuinely influence the direction of the Customer Service function.
The role also offers excellent long-term career potential as the organisation continues to grow.

What's On Offer

Competitive salary
Annual Bonus
Hybrid Working (3 office / 2 home)
32 Days Holiday (including Bank Holidays)
Excellent Pension Scheme
Free Parking
Genuine Career Development
Opportunity to help shape a growing business

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