Customer Service Executive (Team Lead / Manager level)

Customer Service Executive (Team Lead / Manager Level) Full Time | Permanent | Hayes, Middlesex We’re recruiting a Customer Service Executive (Team Lead / Manager level) to join a growing manufacturing business and take ownership of key customer relationships while leading a small customer service team. This role combines hands-on customer engagement with team leadership and process ownership. You’ll be responsible for ensuring a high standard of service delivery, driving continuous improvement, and acting as a senior point of contact for customers and internal stakeholders. An engineering or aerospace background is desirable but not essential. Strong customer management, leadership capability, and experience within a fast-paced environment are far more important. The Role You’ll lead a small team of customer service professionals while managing customer accounts end-to-end. The position suits someone who enjoys accountability, is comfortable working autonomously, and can balance operational delivery with longer-term improvement initiatives. Key Responsibilities Lead and manage a small customer service team, providing guidance, structure, and development Own customer relationships across a defined account base Manage customer order books, contract reviews, and sales order approvals Oversee customer scorecards and lead improvement actions with cross-functional teams Act as the escalation point for customer queries and issues Lead customer meetings, including senior-level reviews when required Identify new opportunities through regular customer engagement and touchpoints Drive standard customer service processes and best practice across the team Experience & Skills Proven experience in a customer service, customer operations, or account management role Previous experience leading or supervising a small team Strong relationship-building and communication skills Comfortable working in a fast-moving, growing organisation Confident user of MS Excel and ERP systems (SAP desirable) Organised, analytical, and detail-focused Manufacturing, engineering, or aerospace experience is beneficial but not essential Working Hours Monday to Friday 37.5 hours per week (8:30am – 4:30pm) Benefits Competitive salary dependent on experience 23 days annual leave plus bank holidays Pension scheme Bonus linked to company performance Flexible, supportive working environment Enhanced family benefits Health and life assurance benefits