Customer Service Manager

Salary: £45,000 - £55,000 pa
Working Pattern: Monday to Friday | Site-based | One day working from home 

A rapidly growing food manufacturing business is looking to appoint a Customer Service Manager to join its Commercial team.
This is a newly created role designed to support the next phase of the business's growth. Reporting directly to the Head of Commercial, you will become the operational lead for customer service, taking ownership of key customer relationships, managing escalations, and ensuring projects are delivered smoothly from brief through to completion.
Working closely with Commercial, Planning, Production, Procurement and Supply Chain, you will play a pivotal role in coordinating customer activity, keeping projects on track, and ensuring customers receive clear, proactive communication in a fast-paced manufacturing environment.
This is a hands-on leadership role where you will coach and support Account Managers, act as the first point of contact for customer issues and become the trusted person the Head of Commercial can confidently hand operational responsibility over to as the business continues to scale.

What You'll Be Doing
• Act as the primary point of escalation for customer enquiries, issues and operational challenges
• Build and maintain strong relationships with key B2B customers through proactive communication and excellent service
• Coordinate customer projects, including new product launches, ensuring timelines remain on track
• Work closely with Planning, Production, Supply Chain and Procurement to manage customer expectations and resolve operational challenges
• Manage changing priorities, delivery schedules and customer communications in a fast-moving manufacturing environment
• Coach and support Account Managers, helping to develop capability and confidence across the team
• Support the continued development of customer service standards as the business grows

What's In It for You
• A newly created role with genuine influence over the future of the customer service function
• The opportunity to work closely with the Head of Commercial and play a key role in the next phase of business growth
• Clear progression opportunities as the commercial team continues to expand
• Lead and develop a team of Account Managers
• Exposure to major B2B customers, new product launches and cross-functional business project

Your Background
• Experience within Customer Service, Customer Care, Customer Operations, Project Management or Account Management
• Experience working within food manufacturing, managing B2B customers
• Strong relationship-building and stakeholder management skills
• Comfortable coordinating multiple customer projects simultaneously
• Experience working cross-functionally with operational teams including Planning, Production and Supply Chain
• A hands-on team leader who enjoys supporting others while remaining actively involved in the day-to-day operation

Join a Business That Invests in You
This is an opportunity to join an ambitious and fast-growing manufacturing business at an exciting stage of its journey. You'll play a key role in shaping the customer service, supporting the development of the commercial team, and helping the business continue to grow while delivering exceptional service to its customers.
If you enjoy building trusted customer relationships, leading by example, and working collaboratively across multiple departments to deliver outstanding results, we would love to hear from you