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