100 Customer Service Manager jobs in Birmingham

Senior Customer Satisfaction and Service Manager (Midlands)

Reporting to the UK Managing Director and based in the Midlands, this role is to manage the existing Customer and Service Team across the UK and Ireland. Working in a technical and higher value equipment manufacturing organisation, the Customer Satisfaction and Service Manager forms a critical and strategic element to their Customer Service offering.

The role will require a high level of commercial and technical involvement in continuing to manage and develop a successful aftermarket service.  You will need to have similar experience from a capital/complex equipment manufacturing organisation.

Focused on supplying a first-class service as well as growing revenue streams, this is critical position and requires the ability to manage and develop a broad range of customer facing services, grow new business opportunities, provide excellent leadership and communication skills, as well as apply strong technical knowledge.

The outline responsibilities of the role are as follows:
•    The management and further development of a successful UK Service and Spare parts environment as well as leading a team of office and field-based personnel in the UK and Ireland.
•    Supporting the sales activity and growth in revenue.
•    Promoting ‘service as a business’ culture - measuring and reporting on customer satisfaction.
•    Work with other departments across the company to develop new products & services which enhance and support their customer satisfaction goals.
•    Develop a stronger culture within the service organisation that is focused on delivering customer satisfaction.
•    Develop and implement clear and effective processes to ensure that best in class customer support is delivered.

The role will also be directly responsible for the management of Field Service including Installation, Servicing and Breakdown teams and relating co-ordination / Spare parts / Customer Satisfaction / Technical Support.

Ideally degree qualified and with at least 5 years’ experience at a similar level in a leading customer service function within technical products and/or services ideally related to capital equipment, you should have excellent leadership and management skills to drive change whilst ensuring that targets and deadlines are met. Strong communication and interpersonal skills, with the ability to build relationships with stakeholders and influence decision-making are core to this position.

This position offers a senior level salary, package, benefits and strong performance related bonus structure. It is noted that this role is a significant and critical position and has an opportunity to further improve our clients market success.  Relocation support would be provided for the right candidate.

Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.
In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included.

Senior Customer Satisfaction and Service Manager (Midlands)

Reporting to the UK Managing Director and based in the Midlands, this role is to manage the existing Customer and Service Team across the UK and Ireland. Working in a technical and higher value equipment manufacturing organisation, the Customer Satisfaction and Service Manager forms a critical and strategic element to their Customer Service offering.

The role will require a high level of commercial and technical involvement in continuing to manage and develop a successful aftermarket service.  You will need to have similar experience from a capital/complex equipment manufacturing organisation.

Focused on supplying a first-class service as well as growing revenue streams, this is critical position and requires the ability to manage and develop a broad range of customer facing services, grow new business opportunities, provide excellent leadership and communication skills, as well as apply strong technical knowledge.

The outline responsibilities of the role are as follows:
•    The management and further development of a successful UK Service and Spare parts environment as well as leading a team of office and field-based personnel in the UK and Ireland.
•    Supporting the sales activity and growth in revenue.
•    Promoting ‘service as a business’ culture - measuring and reporting on customer satisfaction.
•    Work with other departments across the company to develop new products & services which enhance and support their customer satisfaction goals.
•    Develop a stronger culture within the service organisation that is focused on delivering customer satisfaction.
•    Develop and implement clear and effective processes to ensure that best in class customer support is delivered.

The role will also be directly responsible for the management of Field Service including Installation, Servicing and Breakdown teams and relating co-ordination / Spare parts / Customer Satisfaction / Technical Support.

Ideally degree qualified and with at least 5 years’ experience at a similar level in a leading customer service function within technical products and/or services ideally related to capital equipment, you should have excellent leadership and management skills to drive change whilst ensuring that targets and deadlines are met. Strong communication and interpersonal skills, with the ability to build relationships with stakeholders and influence decision-making are core to this position.

This position offers a senior level salary, package, benefits and strong performance related bonus structure. It is noted that this role is a significant and critical position and has an opportunity to further improve our clients market success.  Relocation support would be provided for the right candidate.

Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.
In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included.

An excellent opportunity to join a leading global law firm as Client Services Manager on a 12-month fixed-term contract. This is a key maternity cover position, managing a small team and overseeing client survey responses on high-profile topics such as Inclusion, ESG, compliance and risk. The role combines stakeholder engagement, project management and people leadership, offering exposure to international clients and business operations.

Responsibilities

• Manage and allocate work within the Client Services team, ensuring timely delivery of responses

• Provide quality assurance on team outputs, handling complex and high-profile survey requests directly

• Produce monthly management information reports for senior leadership

• Liaise with subject matter experts across the business to gather accurate information

• Resolve stakeholder queries and escalations, providing clear and consistent guidance

• Develop and update template responses, guidance notes and best practice materials

• Drive continuous improvement in processes and service delivery

Candidate Requirements

• Experience working in a law firm or professional services environment

• Background in client services, compliance, inclusion, sustainability or related functions is advantageous

• Strong people management and project management skills

• Excellent written communication skills with the ability to draft clear, compelling content for external audiences

• Confident managing multiple stakeholders across global teams

• Organised, proactive and able to deliver under pressure

• Flexible and pragmatic with a collaborative, solutions-focused approach

This is a fantastic opportunity to join a forward-thinking team at the intersection of client service, responsible business and operational excellence. The role is based in Birmingham with hybrid working available (up to 40% from home).

Please attach an MS Word version of your CV. If you do not hear back within one week, please assume you have been unsuccessful. Unfortunately, due to the high volume of applications, individual feedback cannot be provided.

Keywords: Client Services | ESG | Inclusion | Sustainability | Compliance | Professional Services | Project Management

An excellent opportunity to join a leading global law firm as Client Services Manager on a 12-month fixed-term contract. This is a key maternity cover position, managing a small team and overseeing client survey responses on high-profile topics such as Inclusion, ESG, compliance and risk. The role combines stakeholder engagement, project management and people leadership, offering exposure to international clients and business operations.

Responsibilities

• Manage and allocate work within the Client Services team, ensuring timely delivery of responses

• Provide quality assurance on team outputs, handling complex and high-profile survey requests directly

• Produce monthly management information reports for senior leadership

• Liaise with subject matter experts across the business to gather accurate information

• Resolve stakeholder queries and escalations, providing clear and consistent guidance

• Develop and update template responses, guidance notes and best practice materials

• Drive continuous improvement in processes and service delivery

Candidate Requirements

• Experience working in a law firm or professional services environment

• Background in client services, compliance, inclusion, sustainability or related functions is advantageous

• Strong people management and project management skills

• Excellent written communication skills with the ability to draft clear, compelling content for external audiences

• Confident managing multiple stakeholders across global teams

• Organised, proactive and able to deliver under pressure

• Flexible and pragmatic with a collaborative, solutions-focused approach

This is a fantastic opportunity to join a forward-thinking team at the intersection of client service, responsible business and operational excellence. The role is based in Birmingham with hybrid working available (up to 40% from home).

Please attach an MS Word version of your CV. If you do not hear back within one week, please assume you have been unsuccessful. Unfortunately, due to the high volume of applications, individual feedback cannot be provided.

Keywords: Client Services | ESG | Inclusion | Sustainability | Compliance | Professional Services | Project Management

• Oversee the day-to-day operations of the customer service department, ensuring efficient and effective service delivery.
• Develop and implement customer service policies, procedures, and standards.
• Manage and motivate a team of customer service representatives, providing coaching, training, and performance feedback.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Identify opportunities for process improvement and implement solutions to enhance customer experience.
• Manage the customer service budget and resource allocation effectively.
• Ensure adherence to service level agreements (SLAs) and company quality standards.
• Handle escalated customer issues with professionalism and efficiency.
• Collaborate with other departments to resolve customer inquiries and improve overall service.
• Utilize customer feedback and data to drive continuous improvement initiatives.

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 6 years of experience in customer service management, with at least 2 years in a senior leadership role.
• Proven experience in managing customer service operations in a remote or distributed team environment.
• Strong understanding of customer service metrics, reporting, and analytics.
• Expertise in customer relationship management (CRM) software and helpdesk systems.
• Excellent leadership, coaching, and team-building skills.
• Strong problem-solving and decision-making abilities.
• Exceptional communication and interpersonal skills.
• Ability to work independently and manage time effectively in a remote setting.
• Passion for delivering outstanding customer service.

Head of Client Delivery with a strong background in program management within the insurance space is sought on a remote basis by a InsurTech scale up with a hub in the UK. With a 10-year history of delivering low code SaaS market utilisation solutions this individual will play a key role in owning program delivery across the core insurance business unit.

On a day-to-day basis this Head of Client Delivery will utilise a knowledge of general insurance products, program management and industry best practice to successfully lead a team of 10 responsible for product implementation and configuration.

In return this organisation supports full, long term remote working with flexible working hours and a real commitment to personal development as this Head of Client Delivery will given a clear progression pathway to c-suite leadership.

This Head of Client Delivery should have most of the following skills:

- Experience working in a program leadership role within insurance
- Strong knowledge of general insurance products, market positioning and industry best practice
- Demonstrable experience delivering complex programs working in a client facing role
- Excellent stakeholder and customer engagement skills
- Team leadership experience
- Experience working in the Fintech or Insurtech space would be hugely beneficial
- The desire to remain hands on and engaged with the technology behind the product

This Head of Client Delivery will receive:

- £115,000 - £125,000 base
- Bonus scheme
- Equity options
- remote working
- Bi-Annual salary reviews
- pension scheme
- Fast track progression opportunity
- 26 days holiday plus bank holiday

So if you are a Head of Client Delivery and like the idea of joining a market leading innovator with global reach then please click 'Apply Now' to be considered.

UK (fully remote role )
SaaS, Agile, SDLC, Stakeholder management, configuration, FinTech, InsurTech, implementation

Head of Client Delivery with a strong background in program management within the insurance space is sought on a remote basis by a InsurTech scale up with a hub in the UK. With a 10-year history of delivering low code SaaS market utilisation solutions this individual will play a key role in owning program delivery across the core insurance business unit.

On a day-to-day basis this Head of Client Delivery will utilise a knowledge of general insurance products, program management and industry best practice to successfully lead a team of 10 responsible for product implementation and configuration.

In return this organisation supports full, long term remote working with flexible working hours and a real commitment to personal development as this Head of Client Delivery will given a clear progression pathway to c-suite leadership.

This Head of Client Delivery should have most of the following skills:

- Experience working in a program leadership role within insurance
- Strong knowledge of general insurance products, market positioning and industry best practice
- Demonstrable experience delivering complex programs working in a client facing role
- Excellent stakeholder and customer engagement skills
- Team leadership experience
- Experience working in the Fintech or Insurtech space would be hugely beneficial
- The desire to remain hands on and engaged with the technology behind the product

This Head of Client Delivery will receive:

- £115,000 - £125,000 base
- Bonus scheme
- Equity options
- remote working
- Bi-Annual salary reviews
- pension scheme
- Fast track progression opportunity
- 26 days holiday plus bank holiday

So if you are a Head of Client Delivery and like the idea of joining a market leading innovator with global reach then please click 'Apply Now' to be considered.

UK (fully remote role )
SaaS, Agile, SDLC, Stakeholder management, configuration, FinTech, InsurTech, implementation

Graduate Client Services Coordinator

£24,000 per annum + Annual Bonus

Job Type: Permanent / Full Time

Location: Lichfield, Hybrid Working

Hours: Monday to Friday, 9:00 am to 5:00 pm

Generous Benefits Package:

• 25 days + UK bank holidays
• Pension: matched 5%
• Bonus: up 5.5% of salary based on business performance
• EBIP - Equity-Based Incentive Plan
• Excellent training

You will support the Client Services Manager in operational management, client relations, and ensuring compliance and accreditation requirements. You will deliver high-quality service while contributing to process improvements.

Duties & Responsibilities

• Provide support to internal teams and stakeholders.
• Manage day-to-day operational activities, meeting deadlines, targets, and budgets.
• Ensure compliance with quality standards, internal procedures, and accreditation requirements.
• Maintain excellent client and stakeholder relationships.
• Support reporting, internal auditing, and operational improvements.
• Assist with processes without participating in decision-making.
• Participate in internal/external meetings and training.

Skills and Experience

• Strong administrative and organisational skills; able to manage multiple tasks/projects.
• Excellent written/oral communication and interpersonal skills.
• Customer-focused, adaptable, ethical, and self-motivated.
• Proficient in IT tools and platforms.

Job Ref: EN975

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