Customer Service Manager

This is a fantastic opportunity to join a growing and exciting business with an excellent reputation in their field.

Steve Vick International (SVI) is dedicated to delivering cost-saving solutions for damaged, redundant, or outdated pipework. Since its foundation in 1981, SVI has been at the forefront in developing products and techniques for the repair, renovation and decommissioning of pipes. Predominantly our work has been in the gas industry but increasingly we are undertaking projects in the water and nuclear sectors.

At the core of our business is a commitment to customers, and we have an exciting opportunity for an experienced Customer Service Manager to lead, inspire and make a difference within our established team. You will lead the customer service function, building relationships, identifying opportunities and ensuring strong customer retention through dedicated office-based support.

The ideal Customer Service Manager will bring experience from both stable and expanding businesses, blending professional excellence with the adaptable, practical mindset essential in a family-run, medium-sized business.

This role offers an excellent opportunity for someone to demonstrate their determination, adaptability and a positive approach to contribute to the overall success of our Customer Service team.

 

Role:                                                         Customer Service Manager

Department:                                          Customer Service

Reporting to:                                         Sales and Marketing Director

Works with:                                           Finance team, Production team, Engineering team and the wider business

Responsible for:                                   Customer Service Team

Job Type:                                                    Permanent, Full time, Monday to Friday, 08:30 – 17:00, 37.5 hours per week

Salary:                                                       DOE

 

Role Purpose

• Responsible for the end-to-end delivery of customer service, ensuring high-quality service and driving team performance
• Embed customer focus in all processes and policies, ensuring operational decisions support excellent experiences and protect customer trust
• Lead and develop the Customer Service team, delivering outstanding customer experiences, streamlining operational processes, and ensuring alignment with company values and strategy

 

Success Factors

• Demonstrate resilience, determination, and a results-driven mindset while building strong customer relationships, handling objections, and driving sales growth through effective lead generation, conversion, and upselling
• Develop deep product knowledge to guide customers toward suitable solutions, maintain key client relationships and influence senior stakeholders to achieve positive business outcomes
• Support and empower the Customer Service team by recognising individual needs, delivering targeted training and fostering a collaborative workplace culture
• Manage operational risk and compliance effectively, demonstrating sound judgement on when and how to escalate
• Act as a senior advocate for customer operations and building strong cross-business partnerships

 

Competencies, Skills and Knowledge

• Proven track record in customer management and team leadership, with 3+ years’ managerial experience, ideally in a manufacturing environment with strong stakeholder engagement
• Excellent communication and interpersonal skills (verbal, written, report writing and active listening), with confidence, patience and empathy to build strong customer relationships
• Ability to lead, motivate and support a small customer service team while contributing to a positive workplace culture
• Strong problem-solving, analytical and creative thinking skills to improve service standards, with the ability to multitask, stay organised and perform under pressure
• Proficient in CRM/ERP systems, with solid IT and numeracy skills

 

Key Duties/Responsibilities

Team Leadership and Development

• Lead colleagues with purpose to deliver outstanding performance against departmental targets
• Hold regular one-to-one meetings, set performance plans and provide ongoing support and guidance
• Chair bi-weekly departmental meetings and maintain strong communication with the Sales and Marketing Director
• Oversee recruitment, induction, and training, while managing all people processes including scheduling, attendance, performance, and development

 

Customer Service and Relationship Management

• Engage with customers professionally via phone, email, and face-to-face, serving as the first point of contact for queries, complaints, and feedback
• Manage order processing from enquiry through to invoicing, including raising sales orders, delivery notes and liaising with warehouse, couriers and other departments to ensure timely fulfilment
• Process payments accurately, ensuring correct procedures are followed
• Maintain strong product knowledge to advise customers effectively and support other departments with customer-related challenges

 

Operational and Administrative Duties

• Manage end-of-month sales financial processes, ensuring accurate and timely records, invoicing and reporting
• Produce data analysis and sales reports for SMT and Board, using company reporting tools to prioritise actions
• Ensure policies and procedures are current, monitoring compliance across the team
• Maintain accurate hire records, monitor equipment usage and liaise with customers and departments to complete operational tasks efficiently

 

Strategic Contribution and Cross-Department Collaboration

• Participate in company strategy meetings, providing input on customer service improvements and operational efficiency
• Collaborate with directors and all departments (warehouse, engineering, development, finance, technical support) to ensure seamless operations and uphold company values
• Attend off-site meetings with suppliers and customers as required to support business objectives

 

Systems and Compliance

• Utilise CRM and ERP systems for order processing, reporting, and customer management
• Ensure all paperwork, export documentation and customer information is accurate, compliant and up to date with current regulations
• Keep up to date with export regulations and company processes to support international orders
• Resolve order discrepancies or non-conformities following QA procedures

SVI Benefits

We are committed to supporting our employees both personally and professionally. Our benefits package includes:

• Competitive salary
• 25 days annual leave plus bank holidays, with an incremental increase based on length of service
• Workplace pension scheme with matched contributions up to 7.5%
• Income protection insurance
• Life assurance
• Medical cash plan to help with everyday healthcare costs
• Employee Assistance Programme (EAP), confidential support for personal and professional issues
• Charitable Giving Scheme
• Recruitment referral bonus scheme
• Cycle to Work Scheme
• Home and Tech Scheme

 

How to apply

Please send your CV and covering letter to our HR Director, Louise Clayton (louise.clayton@stevevick.com).