Customer Services Manager

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 background.