Rising Talent Recruitment is delighted to be working exclusively with Grant Westfield to recruit a Customer Service Manager for their Edinburgh site.
This is a fantastic opportunity to join one of Scotland's leading manufacturers at an exciting stage of growth. We're looking for an experienced Customer Service leader who is passionate about developing people, driving operational excellence, and delivering an exceptional customer experience.
This isn't just about managing a team—it's an opportunity to shape the future of the Customer Service function. You'll play a key role in modernising processes, driving continuous improvement, and working collaboratively with Production, Planning, Logistics and Sales to ensure customers receive a seamless experience from order through to delivery.
Reporting to the Head of Operations, you'll be responsible for leading the Customer Service team, ensuring operational excellence while supporting the wider business through effective planning, communication and customer engagement.
Key Responsibilities
- Lead, coach and develop a high-performing Customer Service team.
- Drive a culture of exceptional customer service, accountability and continuous improvement.
- Oversee the customer journey from order processing through to delivery, ensuring service levels are consistently achieved.
- Work closely with Production, Planning, Logistics and Sales to ensure customer expectations are met and exceeded.
- Manage customer enquiries, complaints, returns and escalations, delivering timely and effective resolutions.
- Identify opportunities to improve processes, increase efficiency and enhance the customer experience.
- Monitor KPIs, SLAs and operational performance, using data to drive decision-making and improvements.
- Resource plan effectively to ensure the department can meet changing business demands.
- Produce regular management reports and provide meaningful operational insights to the senior leadership team.
- Lead improvement projects and support the implementation of new ways of working.
About You
We're looking for an engaging and proactive leader who thrives in a fast-paced manufacturing environment.
You'll bring:
- Previous experience managing a Customer Service or Customer Operations team within manufacturing, engineering or another fast-paced operational environment.
- Strong knowledge of customer service, order fulfilment and operational processes.
- A proven track record of leading, coaching and developing successful teams.
- Experience managing operations through periods of growth, change or transformation.
- A continuous improvement mindset with the ability to challenge existing processes and implement positive change.
- Excellent communication skills with the ability to build relationships across all levels of the business.
- Strong analytical skills with experience using KPIs and performance data to improve service delivery.
- Experience of ERP systems and operational reporting would be advantageous.
What's on Offer?
- Competitive salary and benefits package.
- The opportunity to make a genuine impact within a growing, market-leading manufacturing business.
- A collaborative and supportive culture where people are genuinely valued.
- Autonomy to lead change, improve processes and develop your team.
- Long-term career development opportunities within a successful and ambitious organisation.