The Role

This is a hands-on management position with responsibility for leading, coaching and developing both in-house and outsourced teams. You'll provide clear direction, manage performance, monitor service levels and drive continuous improvement across customer service and order processing activities.

The successful candidate will be comfortable operating in a fast-paced environment, balancing people management with operational oversight and process improvement. You will act as a key link between departments, helping to improve communication, resolve challenges and ensure a seamless customer journey.

Key Responsibilities

• Lead, coach and develop a team of eight customer service and order processing professionals.
• Ensure customer enquiries, quotations, orders and amendments are handled accurately and within agreed service levels.
• Drive high standards of customer service, customer satisfaction and team performance.
• Manage workloads and resources to ensure efficient day-to-day operations.
• Monitor and improve key performance indicators, including response times, service levels, order accuracy and customer satisfaction.
• Act as the escalation point for complex customer and operational issues.
• Work collaboratively with internal departments to improve communication, service delivery and efficiency.
• Identify and implement process improvements to reduce errors and enhance the customer experience.
• Conduct regular one-to-one meetings, performance reviews and coaching sessions.
• Support recruitment, onboarding, training and continuous improvement initiatives.

The Role

This is a hands-on management position with responsibility for leading, coaching and developing both in-house and outsourced teams. You'll provide clear direction, manage performance, monitor service levels and drive continuous improvement across customer service and order processing activities.

The successful candidate will be comfortable operating in a fast-paced environment, balancing people management with operational oversight and process improvement. You will act as a key link between departments, helping to improve communication, resolve challenges and ensure a seamless customer journey.

Key Responsibilities

• Lead, coach and develop a team of eight customer service and order processing professionals.
• Ensure customer enquiries, quotations, orders and amendments are handled accurately and within agreed service levels.
• Drive high standards of customer service, customer satisfaction and team performance.
• Manage workloads and resources to ensure efficient day-to-day operations.
• Monitor and improve key performance indicators, including response times, service levels, order accuracy and customer satisfaction.
• Act as the escalation point for complex customer and operational issues.
• Work collaboratively with internal departments to improve communication, service delivery and efficiency.
• Identify and implement process improvements to reduce errors and enhance the customer experience.
• Conduct regular one-to-one meetings, performance reviews and coaching sessions.
• Support recruitment, onboarding, training and continuous improvement initiatives.