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Customer Services Manager
Job Posted: 13 hours ago
Salary: £ 65,000 - 65,000 / Annum
Job Type: Permanent
Location: Hampshire
Expire in: a month
Job Description
Job Title: Customer Services Manager
Location: Blackbushe (with occasional international travel)
Contract Type: Permanent
Salary: Competitive + Benefits
Industry: Engineering / Offshore / Technical Support
We are recruiting on behalf of a leading global engineering and technology organisation, seeking an experienced Customer Services Manager to lead and develop a team of customer support professionals. The role focuses on delivering high-quality first- and second-line support across a broad technical product range used in offshore and complex operational environments.
This is a key leadership role requiring a mix of technical understanding, people management, and process improvement skills within a fast-paced, customer-facing setting.
Key Responsibilities:
Team Leadership: Manage a UK-based team of Offshore Field Engineers and Customer Support staff. Define clear responsibilities, provide feedback, and ensure high performance and development across the team.
Global Resource Coordination: Work with regional offices to plan and deploy engineering resources to support customer operations 24/7/365.
Process & Policy Management: Maintain and develop policies related to customer support workflows—including technical support, escalation procedures, CRM data accuracy (Salesforce), field reports, and training coordination.
Health & Safety: Implement and manage safety policies, conduct risk assessments, and ensure team wellbeing through compliance and continuous training.
Performance Monitoring: Track key support metrics including response times, open case volumes, training feedback, and cost-efficiency per job/engineer.
Customer Satisfaction: Lead initiatives to measure, assess, and improve customer satisfaction levels globally.
Budget Management: Oversee and report on the departmental budget (circa £1m+), aligning with operational and financial targets.
Internal Collaboration: Liaise with cross-functional teams and international offices to ensure smooth customer support operations and alignment with wider business goals.
Direct Customer Interaction: Support resolution of escalated issues, second/third-line diagnostics, and clarification of service strategies.
Key Requirements: Essential:
Prior experience managing customer support teams in a technical or offshore engineering environment
Engineering background (mechanical, electrical, hydrographic, or related discipline)
Strong leadership skills with proven success managing teams supporting global operations
Confident communicator, capable of engaging with both technical teams and external clients
Experience resolving customer issues, deploying resources, and using CRM tools (e.g., Salesforce)
Desirable:
Offshore oil & gas industry experience
Knowledge of customer satisfaction measurement tools and processes
Familiarity with complex, multi-product technical systems
Travel and Work Conditions:
Occasional international travel required (less than 10%)
Offshore training required (for understanding field team operations)
Office-based with some hybrid flexibility depending on business needs
How to Apply:
If you have the technical leadership experience and a customer-centric mindset required for this role, please apply with your CV and a brief cover note highlighting your relevant backgroundBefore You Apply
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- Bank details.
- National Insurance number.
- Date of birth.
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