Customer Service Manager

Time Appointments are delighted to be recruiting on behalf of a market-leading business on the outskirts of Colchester, who are seeking an experienced Customer Service Manager to lead and inspire their Customer Service and Technical Support teams. This is an excellent opportunity for a customer-focused leader with strong commercial acumen to join a well-established organisation that is committed to developing its people, promoting from within, and providing genuine opportunities for long-term career progression.

Purpose of the Role

Lead the Customer Service and Technical Support teams to deliver an outstanding customer experience while maximising sales opportunities and supporting business growth. You will oversee customer enquiries, quotations, orders, technical support, and complaint resolution, ensuring exceptional service standards, strong quotation conversion rates, and effective cross-functional collaboration.

Key Responsibilities:

• Lead, coach, and develop the Customer Service and Technical Support teams
• Deliver excellent customer service across every customer interaction
• Manage customer enquiries, quotations, orders, and technical support efficiently
• Drive quotation conversion and identify opportunities to maximise sales
• Act as the escalation point for customer complaints, ensuring timely resolution
• Work closely with Sales, Operations, Production, Logistics and Finance to deliver a seamless customer experience
• Monitor and improve KPIs including customer satisfaction, response times, quotation conversion, and team performance
• Drive continuous improvement across processes, systems, and customer service delivery. Comply with all company Health, Safety and Environmental policies, actively support continuous improvement initiatives, and take responsibility for maintaining a safe and environmentally responsible workplace

Success Measures

• High customer satisfaction and retention.
• Strong quotation conversion and sales performance.
• Fast response and complaint resolution times.
• Productive, engaged teams.
• Effective collaboration across departments.

About You

• Proven experience leading and developing customer service teams.
• Strong customer service, commercial and sales skills.
• Technical aptitude with the ability to support customer enquiries.
• Calm, organised and able to prioritise in a fast-paced environment.
• Strong communication and problem-solving skills.