Customer Service Manager

Customer Service Manager

Location - Ammanford
Salary - £40,000 per annum
Hours of work - Monday - Friday, 8:30am - 5:00pm

Vibe Recruit are proud to be working on behalf of a well-established and growing manufacturing business in the Ammanford area in their search for an experienced Customer Service Manager.

This is an exciting opportunity for a customer-focused leader to take ownership of a busy Customer Service function, driving service excellence, team performance, and continuous improvement across the business.

The Role

As Customer Service Manager, you will lead and develop the Customer Service team, ensuring an outstanding post-sale customer experience while improving operational efficiency and customer satisfaction.

You will work closely with internal departments including Sales, Production, and Logistics to identify trends, resolve service issues, and implement improvements that enhance the overall customer journey.

Key Responsibilities

• Lead, coach and develop a high-performing Customer Service team
• Oversee the day-to-day operations of the Customer Service function
• Analyse customer feedback and complaint trends to improve service delivery
• Collaborate cross-functionally with Sales, Production and Logistics teams
• Set and monitor clear KPIs and performance objectives
• Act as an escalation point for key customer accounts and complex queries
• Improve customer care processes through automation, reporting and system efficiencies

About You

The successful candidate will have:

• Previous experience in a Customer Service or Customer Care leadership role
• Strong people management and coaching skills
• Excellent communication and relationship-building abilities
• Experience managing KPIs and driving team performance
• A proactive and solutions-focused mindset
• Strong organisational and problem-solving skills
• The ability to work collaboratively across multiple departments

If you are an experienced Customer Care professional looking for your next leadership opportunity, we would love to hear from you. Please upload your CV or contact Naomi on 07506 949615.

Vibe Recruit is acting as an Employment Agency in relation to this vacancy.