Customer Service Manager

R S L Steeper Group Ltd; Leeds; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading healthcare company in Leeds is seeking a motivated Customer Service Manager. This role involves overseeing a customer service team, ensuring high-quality communication with internal and external stakeholders, and driving process improvements. Ideal candidates will have at least 2 years in team management within manufacturing, strong communication skills, and experience in data-driven environments. This is a great opportunity to contribute to a company known for innovative healthcare solutions.

Benefits

Competitive salary

Application support

Qualifications

• Minimum 2 years of experience managing a customer service team.
• Strong literacy and numeracy skills.
• Experience with RCA tools & CAPA processes.

Responsibilities

• Oversee team performance and drive continuous improvement.
• Build strong cross-functional relationships across various departments.
• Manage training needs and performance improvements.

Skills

Effective communication

Time-management

Data-driven mindset

Process improvement

Education

Degree or HND in Management

Tools

KPI creation

ISO 9001 knowledge

Job description

Overview

We currently have a vacancy for a motivated team player to join our company as a Customer Service Manager, at our Head Office in Leeds. The successful candidate will need to have a minimum of 2 years’ experience managing a customer service team within a manufacturing environment. Ensuring the team deliver an excellent and efficient service to all customers – both internal and external.

Your Duties and Responsibilities

Your Duties and Responsibilities:

This role will oversee team performance, drive continuous improvement, and ensure the delivery of an efficient, high-quality service to both internal and external customers. Acting as the face of Customer Service for Clinical Services support, the successful candidate will build strong cross-functional relationships across Production, Procurement, Logistics, Sales, and Clinical teams to ensure seamless communication and rapid resolution of queries and complaints.

In this role you will:

• Manage, mentor and coach the Customer Service Team (through the Team Leaders) to ensure that team members have regular appraisals.
• Identify training needs, manage performance improvements and ensure all training is completed
• Create processes which enable efficient communication between Customer Service and Production, Procurement and Logistics of important information
• Develop and build relationships between Customer Service and the wider business, including Clinical Services and Sales
• Represent the Customer Service department at required business meetings
• Any other duties as required for this position.

About the Role

What we are looking for:

What we are looking for

• Effective communication and time-management skills are essential.
• A degree or HND in Management (or similar), or a background in the healthcare sector are desirable with strong literacy and numeracy skills.
• Previous experience with process improvement, prioritisation, and organisational abilities to develop and provide business reports.
• Data-driven mindset with experience using and creating KPI’s
• Experience supporting ISO 9001 or regulated manufacturing environments
• Experience with RCA tools & CAPA processes
• Experience working cross-functionally with production, quality, engineering, and logistics to resolve complaints and queries quickly and efficiently.

How to Apply

How to Apply: We’d love to have you on our team! To apply, please complete an application form and submit your CV below. Alternatively, download an application form and email [e-mail]. Due to the high volume of applications, we anticipate we will receive for this role, in the event you have not heard from us within 14 days, we regret to inform you that you have been unsuccessful in your application.

By submitting your enquiry you agree to be contacted by Steeper and for your details to be shared within the company

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Additional Documents

What's In It For You?

About Steeper

Steeper Group is a privately-owned business that was formed over 100 years ago. Since then we have expanded across prosthetics, orthotics and accessible technology – with a focus on creating significant turning points in individuals’ lives through exceptional clinical services and award-winning products.

We are a true leader in our market. From humble beginnings, we have grown to become one of the UK’s largest suppliers of Orthotic, Prosthetic and Accessible Technology products. Uniquely, we combine age-old craft skills with the latest innovations in manufacturing and materials.

Steeper’s vision is to create life’s turning points, together. We aim to do this with innovative prosthetic, orthotic and accessible technology products and services.

Not The One For You? Check out our current opportunities – we may have the perfect role for you.