Customer Service Manager

We have an exciting opportunity for a Customer Service Manager to join our existing team at Head Office in Leeds. The successful candidate will need to have a minimum of 2 years’ experience managing a customer service team withing a manufacturing environment. Ensuring the team deliver an excellent and efficient service to all customers – both internal and external. The Role: This role will oversee team performance, drive continuous improvement, and ensure the delivery of an efficient, high-quality service to both internal and external customers. Acting as the face of Customer Service for Clinical Services support, the successful candidate will build strong cross-functional relationships across Production, Procurement, Logistics, Sales, and Clinical teams to ensure seamless communication and rapid resolution of queries and complaints. Responsibilities: * Manage, mentor and coach the Customer Service Team (through the Team Leaders) to ensure that team members have regular appraisals. * identify training needs, manage performance improvements and ensure all training is completed * create processes which enable efficient communication between Customer Service and Production, Procurement and Logistics of important information * develop and build relationships between Customer Service and the wider business, including Clinical Services and Sales * represent the Customer Service department at required business meetings * Any other duties as required for this position. What we are looking for: * Effective communication and time-management skills are essential. * A degree or HND in Management (or similar), or a background in the healthcare sector are desirable with strong literacy and numeracy skills. * Previous experience with process improvement, prioritisation, and organisational abilities to develop and provide business reports. * Data-driven mindset with experience using and creating KPI’s * Experience supporting ISO 9001 or regulated manufacturing environments * Experience with RCA tools & CAPA processes * Experience working cross-functionally with production, quality, engineering, and logistics to resolve complaints and queries quickly and efficiently. What we offer in return: * Competitive salary * Incremental holiday allowance (rising with service) * Free parking * Car allowance or company vehicle * Canteen onsite * Employee discount platform * Employee Assistance Programs * Qualification support * Flexible working * Refer a friend incentive * Cycle2work scheme * Subscription and registration fees paid e.g. HCPC * Continuous professional development plans with internal and external training and courses available