ENVIRONMENT:

A rapidly expanding organization operating in the utilities, engineering services and water management sector is seeking an accomplished Customer Service Manager to lead and elevate its B2B customer service function. You will play a central role in shaping service standards, developing CRM capabilities, supporting account management teams, and ensuring seamless delivery across technically complex, contract-driven environments.

This role requires someone who is highly organized, commercially aware, and confident managing both people and processes. If you excel in fast-paced operational settings, enjoy driving service performance, and bring experience liaising with engineering, procurement or technical clients, this is an opportunity to make a meaningful impact while working fully remote.

DUTIES:

Customer Service Leadership & Performance
• Lead, supervise and develop the customer service team to ensure high levels of professionalism and responsiveness.
• Establish and maintain service standards, KPIs and performance frameworks.
• Motivate, coach and mentor team members to foster continuous improvement.
• Collaborate with engineering, operations, sales and procurement teams for effective service delivery.

Account Management & CRM Development
• Contribute to the design, development and optimization of CRM systems (e.g., HubSpot, Salesforce).
• Support recruitment, onboarding and development of Account Managers.
• Ensure a seamless, positive customer journey from onboarding to long-term service execution.

Contract, Quoting & Commercial Support
• Oversee the preparation of quotations for capital works, service jobs and maintenance agreements.
• Manage customer contracts, renewals, compliance and SLA obligations.
• Engage confidently with professional buyers, procurement departments and engineering decision-makers.

Operational & Strategic Planning
• Develop and implement workflow improvements and service processes.
• Ensure the customer service function operates efficiently and professionally.
• Support strategic initiatives relating to customer retention, service quality and operational optimization.
• Resolve escalations and manage complex customer issues with sound judgement and minimal supervision.

REQUIREMENTS:

Minimum Requirements:
• 10+ years of relevant industry experience, including 5+ years in a management or supervisory role.
• Strong background in B2B customer service within utilities, engineering services, water management or related technical sectors.
• Experience establishing service KPIs, performance metrics and quality standards.
• Proven leadership skills with the ability to motivate and guide teams.
• Experience working cross-functionally with technical and operational departments.
• CRM development or implementation experience (HubSpot, Salesforce or equivalent).
• Strong exposure to commercial functions such as quoting, contract management and capital works proposals.
• Ability to operate independently, demonstrating initiative and strong problem-solving capabilities.
• Excellent communication, organization and planning skills.
• Experience dealing with professional buyers, procurement teams and engineering clients.

DESIRABLE:

• Strong leadership presence and interpersonal skills.
• Solutions-driven and proactive mindset.
• High attention to detail and commitment to service excellence.
• Ability to champion continuous improvement within the service function.