Back to search

Global Customer Service Team Lead

Liverpool Permanent £45,000 - £55,000 per year View Job Description
Lead a team of experienced customer service specialists, driving process improvements and cross-functional collaboration in a fast-paced manufacturing environment.
  • This is a hands-on leadership role
  • Lead impactful change using tools like SAP.

About Our Client

This is a global manufacturing operation headquartered in Liverpool, serving markets across Europe and beyond. They're a forward-thinking, process-driven organization that prioritises continuous improvement, strong internal plant relationships, and seamless order-to-cash excellence.

Based in Liverpool, the company has a modern, high-tech manufacturing hub supporting its global service function.

Job Description

What You'll Be Doing:

  • Lead, support, and develop a high-performing team of customer service specialists.
  • Own and improve internal relationships with key operational stakeholders across the plant.
  • Drive continuous improvement in the customer service order-to-cash process, leveraging tools such as SAP.
  • Identify and eliminate inefficiencies in workflows, implementing best practice processes and systems.
  • Work closely with the wider Customer Service leadership team to ensure global alignment in systems and service delivery.
  • Monitor and report KPIs to drive operational insight and decision-making.
  • Resolve escalated issues in collaboration with Supply Chain, Sales, and Quality teams.
  • Participate in Lean Six Sigma and transformation projects.
  • Support integration of customer service processes following acquisitions.



The Successful Applicant

What We're Looking For:

  • A hands-on leader with a strong background in customer service operations within a manufacturing environment.
  • Proven experience working with SAP.
  • A natural collaborator who can confidently build relationships with internal teams and influence positive change.
  • A track record of driving service improvements and embedding new processes.
  • Passionate about delivering exceptional service - someone who sets the standard themselves.
  • Comfortable managing data, metrics, and reporting to inform continuous improvement.



Your Background:

  • Bachelor's degree in Business Administration or a related field.
  • Solid experience managing or leading within a customer service function.
  • Strong process and systems knowledge - especially in SAP and manufacturing settings.
  • Excellent communication, negotiation, and problem-solving skills.



What's on Offer

  • Hybrid & Flexible Working - Liverpool HQ, with just 2-3 days per week onsite
  • Base Salary: £50k-£55k - Competitive for the region
  • Excellent Pension Scheme - With strong employer contributions
  • Generous Holiday Allowance - Plenty of time off to recharge
  • Professional Training & Development - Ongoing support for career growth
  • Clear Progression Path - Opportunities to advance within a global customer service function
  • Modern Office Location - Contemporary workspace in Liverpool with a great atmosphere
  • Free Onsite Parking - Convenient for those working at HQ
  • Supportive & Collaborative Culture - Open, idea-driven environment
Contact
Katy Bevan
Quote job ref
JN-062025-6769710
Phone number
+44 151 255 3751

Job summary

Job function
Business Support
Subsector
Customer Services
Sector
Business Services
Location
Liverpool
Contract type
Permanent
Consultant name
Katy Bevan
Consultant phone
+44 151 255 3751
Job reference
JN-062025-6769710