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Customer Service Manager

Customer Service Manager

BMS PerformanceBolton, Greater Manchester
28 days ago
Job type
  • Full-time
Job description

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Customer Service Manager

Healthcare / Medical Devices

  • Lead a high-performing customer service team
  • Contribute to the Senior Leadership team
  • Shape customer experience strategy and service delivery

Brief Overview of the Role - Customer Service Manager

This is a key leadership role responsible for managing a team of eight and overseeing all internal and external communication across global markets. The Customer Service Manager will ensure exceptional service standards, handle escalations, and continuously improve processes that support customers and internal teams alike.

Key Responsibilities :

  • Lead, coach, and develop a customer service team to achieve performance goals
  • Oversee day-to-day customer service operations across multiple communication channels
  • Manage escalated queries and ensure timely, effective resolution
  • Monitor and report on service KPIs, identifying trends and areas for improvement
  • Collaborate with cross-functional departments to streamline customer touchpoints
  • Contribute to and lead initiatives for improving the customer experience
  • Conduct one to ones, development reviews

    • About the Company Looking for a Customer Service Manager :

    A well-established, globally operating organisation in the healthcare and medical device industry. Known for innovation, quality, and a people-focused culture, they offer an opportunity to influence customer outcomes while working in a supportive, collaborative environment

    Job Requirements for Customer Service Manager :

    We're looking for an experienced customer service leader with strong interpersonal skills and a passion for process improvement.

  • Demonstrated experience managing or leading a customer service team
  • Excellent communication and interpersonal skills
  • Strong problem-solving and conflict resolution capabilities
  • Experience working in fast-paced, customer-centric environments
  • Competency with CRM platforms and digital communication tools
  • Comfortable analysing data and reporting on performance metrics
  • Happy to commute to office in Bolton

    • The Benefits for Customer Service Manager :

  • 40 to £50,000 (commensurate with experience)
  • Company pension scheme
  • Office based - Bolton
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    Customer Service Manager • Bolton, Greater Manchester