About the Role

A leading manufacturer in the automotive accessories sector is seeking a confident, people-focused Customer Service Manager to guide and grow a busy customer service team across both B2B and B2C operations.

This is a hands-on leadership role with genuine scope to drive change. The successful candidate will bring structure, energy, and high expectations - with a clear focus on lifting service standards, strengthening team capability, and enhancing customer outcomes.

Working closely with senior leadership, the Customer Service Manager will coach both local and offshore team members, create stronger workflows, and implement tools like HubSpot, and Microsoft Teams to drive smarter, more consistent service delivery.

This role is ideal for someone who enjoys setting the pace, making clear decisions, and creating an environment where people are supported and held accountable.

You’ll Be Responsible For:

Leading and coaching the customer service team across on-shore and off-shore functions

Setting clear standards, boundaries, and expectations

Driving a shift from order taking to proactive, sales-minded customer support

Improving systems, processes, and use of tech platforms such as HubSpot, SHIFT, and Microsoft Teams

Establishing consistency across customer experience touchpoints

Reporting on key metrics and performance trends

Providing hands-on support when required while keeping a strategic lens on continuous improvement

About You

Proven experience leading customer service teams ideally in retail and/or other fast-paced environments

Comfortable setting expectations and managing performance

Strong communication and people skills - confident but approachable

Experience using customer service systems and CRMs (HubSpot experience highly regarded)

Process-driven with a proactive approach to identifying and implementing improvements

Calm under pressure, structured in delivery, and focused on results

Culture

The business is in a period of growth and evolution, actively working to strengthen its customer experience, systems, and team culture. The successful candidate will play a key role in shaping this next phase by providing clarity, consistency, and a motivating leadership presence.

Change won’t happen overnight - this role calls for someone who brings clarity, energy, and the confidence to lead through resistance.

Why Join This Business?

Lead and influence a service team ready for change

Drive continuous improvement and shape how customer service operates

Opportunity to bring in fresh ideas and make an immediate impact

Competitive base salary of $85K - $100K + annual company bonus + personal performance bonus

Join a well-established leading manufacturer with strong market presence

How to Apply

To express interest in this opportunity, please submit your CV along with a short cover letter outlining your leadership experience and approach to driving service excellence.