The Customer Service Manager is responsible for leading the delivery of customer service operations, ensuring customers receive a consistently high standard of support throughout their relationship with Bender UK. The role oversees service performance, contract administration, customer communications, and team development, ensuring customer requirements are met while driving continuous improvement, customer satisfaction, and operational excellence.

• Lead and develop the Customer Service team to deliver exceptional customer support and service performance.
• Manage the day-to-day delivery of customer service activities, ensuring customer requests and enquiries are handled effectively.
• Maintain oversight of customer contracts, service activities, and agreed service levels to ensure contractual requirements are met.
• Build and maintain strong relationships with customers, acting as a key point of contact for service-related matters.
• Manage customer escalations, complaints, and service issues, ensuring timely resolution and effective communication.
• Monitor and report on customer service performance, KPIs, and operational metrics. Ensure customer records, service documentation, and business systems are maintained accurately and compliantly.
• Work collaboratively with Operations, Engineering, Commercial, and QHSE teams to support customer outcomes.
• Drive continuous improvement initiatives to enhance customer experience, efficiency, and service delivery.
• Support business planning, reporting, and customer retention activities.
• Undertake any other reasonable duties in support of customer service and business operations.

What good looks like at Bender UK

• Dedication to delivering outstanding customer experiences and service outcomes.
• Excellence in communication, organisation, and service delivery.
• Trust through professionalism, accountability, and reliability.
• Teamwork in action by building strong relationships across departments and with customers.
• Continuous Improvement through innovation, problem-solving, and a commitment to enhancing customer satisfaction.
  

Essential

• Strong leadership and team management skills.
• Excellent communication and customer relationship management abilities.
• Experience managing customer service operations or support functions.
• Strong organisational, planning, and prioritisation skills.
• Ability to analyse performance data and produce management reports.
• Experience managing customer escalations and resolving issues effectively.
• Competent in Microsoft Office applications and business systems.
• Full UK Driving Licence.

Desirable

• Experience within service contract management or operational service delivery.
• Experience working within healthcare, engineering, technical, or service-based environments.
• Leadership and Management qualification such as ILM, NVQ, or equivalent.
• Experience using CRM or service management systems.
• Knowledge of SLA management, KPIs, and customer satisfaction measurement.