Senior Customer Service Manager

Location: Chesterfield
Working Pattern: Full-time, office-based, Monday-Friday
Hours: 7:00am-5:00pm
Salary: £40,000-£60,000 per annum, depending on experience

We are looking for an experienced Senior Customer Service Manager to lead the customer service and order management function within a rapidly growing manufacturing business.

This is a senior, hands-on role acting as the key link between customers, sales, production, technical teams and despatch. You will take ownership of the full order lifecycle, ensuring orders are accurate, delivered on time and meet customer expectations.

The role will suit someone who thrives in a fast-paced environment, takes ownership and is motivated by high standards, problem-solving and continuous improvement.

The business is experiencing significant growth and investing heavily in its people, systems, production capability and a new purpose-built facility in Chesterfield.

You will lead and develop a customer service team of approximately six people, including colleagues based in Chesterfield and an international support team.

You will be expected to get into the detail, solve problems quickly and ensure nothing falls through the gaps.

• Lead and manage the customer service and order management function.
• Manage, motivate and develop the team, setting clear standards for performance, accuracy and responsiveness.
• Act as a key operational partner to the sales team, providing strong post-sale support.
• Own the customer order lifecycle from specification and order entry through to production, despatch and delivery.
• Review technical specifications and ensure orders are accurate and production-ready.
• Work closely with sales, production and technical teams to confirm requirements, feasibility and timescales.
• Monitor order progress and proactively identify potential delays or issues.
• Act as a key point of contact for customer queries, complaints and escalations.
• Resolve customer and internal issues quickly and professionally.
• Identify root causes of recurring problems and implement improvements.
• Keep customers and internal stakeholders informed throughout the order process.
• Ensure orders are delivered right first time.
• Monitor key measures including order accuracy, response times and recurring issues.
• Identify opportunities to improve processes, systems and ways of working.
• Support the business through continued growth and the transition to the new Chesterfield facility.

We are looking for someone who is driven, resilient and commercially minded, with a genuine desire to make things happen.

You will:

• Take ownership and use your initiative.
• Be comfortable working at pace and managing competing priorities.
• Have excellent attention to detail and high standards.
• Be confident having direct and honest conversations.
• Enjoy solving problems and finding practical solutions.
• Be positive, energetic and resilient under pressure.
• Be comfortable challenging processes and driving improvement.
• Enjoy developing people and holding teams accountable.
• Work effectively with senior stakeholders and multiple departments.
• Understand the importance of balancing customer service with commercial requirements.

• Proven experience in a senior customer service, customer operations or customer service management role.
• Previous people management experience.
• Experience working in a fast-paced, high-volume environment.
• Strong understanding of end-to-end order management.
• Excellent organisational and communication skills.
• Experience managing customer issues and complex queries.
• Strong problem-solving and decision-making skills.
• Experience working cross-functionally with sales, production or technical teams.
• Confidence working with technical information and specifications.

• Manufacturing, production or technical order management experience.
• Construction products or a related manufacturing background.
• Experience using ERP, order management or manufacturing systems.
• Experience managing teams across multiple locations.
• Understanding of production planning or manufacturing processes.

This is an opportunity to join a business undergoing significant growth and transformation.

You will have the opportunity to:

• Take ownership of a key business function.
• Lead and develop an established team.
• Work closely with senior leaders across sales, production and operations.
• Shape processes and ways of working as the business grows.
• Play an important role in the move to a new purpose-built Chesterfield facility.
• Develop your career within a business that supports internal progression.
• Be recognised for strong performance and contribution.

This is a high-energy, high-performance environment where standards are high and people are expected to take ownership and deliv