Customer Service Manager

Job Title: Customer Service Manager Location: Leeds, LS16 (Horsforth) Salary: £35,000- £40,000 (DOE) Role Overview Lead and manage customer service and order processing functions to ensure a high-quality customer experience, accurate order handling and efficient day-to-day operations. The role focuses on team leadership, performance management and continuous improvement across service and operational processes. Key Responsibilities Lead and develop customer service and order processing teams (including offshore) Ensure high service standards, timely responses and effective issue resolution Oversee accurate and efficient order and quote processing Manage KPIs, team performance and continuous improvement initiatives Act as escalation point across customer service, sales and operations Drive process efficiency, communication and cross-team alignmentKey Requirements Experience managing customer service or operational teams Strong leadership, communication and organisational skills Ability to manage high workloads and competing priorities Customer-focused with strong problem-solving ability Experience with CRM/order systems (offshore exposure beneficial)Key KPIs Response times and service levels Customer satisfaction (e.g. NPS) Order accuracy and efficiency Team performance and engagement Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age