Customer Service Manager

Pennine Recruitment (acting as a Recruitment Agency) are delighted to be recruiting for a Customer Service Manager to join an established business in Leeds on a full time, permanent basis. In this role you will be tasked with leading a small Customer Service team who have a big emphasis on working together and really going the extra mile! As a Customer Service Manager we are looking for someone who can really take hold of the day-to-day management of the Customer Service department (both an internal team as well as an external order processing team) You will build great relationships with our customers and suppliers within the Civil Engineering and Construction sectors to ensure that orders, quotes, and customer requirements are handled accurately and efficiently. Therefore you will be a big part of ensuring the companies continued growth. Key responsibilities include: * Managing the customer service team on a daily basis * Conduct regular team 1-1s and check-ins * Drive high levels of customer satisfaction and service standards across all customer interactions * Ensure customer orders, quotations and amendments are processed accurately and within SLA targets * Manage team workloads, priorities and response times * Support escalation handling and resolve complex customer issues * Oversee team development, training and continuous improvement initiatives * Monitor and manage KPIs * Act as the key point of escalation between Customer Service, Sales and Warehouse teams * Support continuous improvement across customer journey and operational processes To be successful, you will: * Be able to work as part of a close knit team and be able to work collaboratively with the team * Previous experience managing customer service or operational support teams * Strong leadership and people management skills * Excellent communication and organisational abilities * Ability to manage multiple priorities in a fast-paced environment * Strong problem-solving and decision-making skills * Customer-focused mindset with a proactive approach * Proficiency in Salesforce / CRM tools and experience in Sage & Microsoft 365 tools would be beneficial as would knowledge of products used within the Civil Engineering, Utilities, and/or Construction sectors Working Hours: Monday to Friday - 8am-5pm This is a fantastic opportunity to be part of a brilliant family run business who really go above and beyond for the team. This company promote strong working relationships between colleagues whilst having fun along the way. Immediate interviews and starts are available for the successful candidate. If you are interested, please forward an up to date CV and our Castleford team will be in touch