Customer Support Manager/Customer Service Manager

Location: Peterborough, England, United Kingdom (On-site)

Sector: Logistics & Customer Services

Job Type: Permanent

Salary: up to £60k

Contact: Holly Pattison

Contact Email:

Job ref: 557762

Expiry date: 20-Apr-2026

Peterborough - In office Monday - Friday (potential flex to hybrid in the future) 9-5pm

We're supporting a well-known business in the search for aCustomer Support Manager / Customer Service Managerto lead and develop their customer service function within a busy logistics operation.

This role sits within the logistics arm of the business and is focused on delivering a consistently high-quality customer experience. You'll lead a small team, work closely with internal departments and 3PL partners, and ensure customer issues are resolved efficiently while maintaining strong service levels.

It's a great opportunity for someone who enjoys improving processes, leading teams, and being the go-to person when it comes to resolving customer challenges.

What you'll be doing as Customer Support Manager

• Leading and developing the Customer Service team, including performance management, recruitment and day-to-day leadership
• Acting as the key point of contact for regional and site teams, ensuring customer queries and issues are managed effectively
• Working cross-functionally with commercial, production and logistics teams to resolve customer-facing issues
• Managing escalations and ensuring customer communication is clear, professional and timely
• Overseeing customer care orders to ensure delivery within required timeframes
• Preparing weekly and monthly management reports and providing updates to senior leadership
• Monitoring KPIs across the customer service function and driving improvements where needed
• Ensuring best practice processes are followed when dealing with customer queries and complaints
• Working with internal teams and external 3PL partners to ensure a seamless customer experience
• Driving continuous improvement initiatives across processes and systems

What they're looking for

• Experience leading a customer service or customer support team
• Strong communication skills - both written and verbal
• A customer-first mindset with the ability to resolve issues quickly and effectively
• Strong analytical skills and confidence working with performance data and KPIs
• Ability to work autonomously and take ownership of the function
• Experience working cross-functionally across operations, logistics or supply chain environments
• Continuous improvement or Lean experience would be beneficial

Measures of success

• Customer communications responded to within 24 hours
• Customer care queries resolved within agreed SLAs
• Strong KPI performance across customer satisfaction and service delivery
• Positive feedback from internal stakeholders and site teams
• High-quality performance management and engagement within the team

If this sounds like something you'd be open to hearing more about, please apply here or email for further details.