{"id":3048944,"url":"https://alion.io/job/ds-smith-customer-service-manager","title":"Customer Service Manager","company":{"id":1795137,"name":"DS Smith","domain":"dssmith.com","url":"https://alion.io/company/dssmith-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":32,"ghost_share":0,"stale_share":0.813,"repost_share":0,"time_to_fill_p50_days":42,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Redditch, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":32000,"max_usd":60000,"period":"year","method":"role_country_seniority_unknown","sample_n":1295},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"SharePoint","optional":true}],"status":"live","first_seen_at":"2026-10-21T00:00:00Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-22T05:38:48Z","board_verified":false,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"About the role\nAre you an experienced customer service leader looking for an opportunity to make a real impact? We are seeking a proactive and customer-focused Customer Service Manager to lead and develop our Customer Service function in Redditch.\nIn this role, you'll take full accountability for the customer service operation, leading and developing a high-performing team while ensuring exceptional service in a fast-paced manufacturing environment. Working closely with Sales, Operations, Production and Supply Chain teams, you will drive service excellence, continuous improvement and customer satisfaction, ensuring expectations are consistently exceeded.\nThis is an exciting opportunity to shape customer service strategy, enhance processes and make a meaningful impact on business performance. We're looking for a passionate leader who thrives on developing people, improving customer experiences and delivering operational excellence.\nKey Responsibilities\nLeadership & People Management\nLead, coach and develop the Customer Service team to drive engagement and performance.\nManage performance, absence, resource planning and employee development.\nEnsure effective team coverage and workload management.\nCustomer Service & Operational Excellence\nOversee the day-to-day running of the Customer Service function.\nMonitor and report on key KPIs, including OTIF and customer satisfaction.\nDrive continuous improvement across service processes and systems.\nOrder & Inventory Management\nEnsure customer orders are processed accurately and delivered on time.\nOversee inventory management to meet customer and business requirements.\nWork closely with Production and Supply Chain teams to support customer demand.\nComplaint Resolution\nManage customer complaints and identify root causes.\nImplement corrective actions and drive timely issue resolution.\nAct as the escalation point for complex customer concerns.\nCustomer Relationship Management\nBuild strong relationships with customers, Sales and internal stakeholders.\nReview customer accounts to identify service improvement opportunities.\nMaintain accurate customer records and account information.\nContinuous Improvement\nLead initiatives that improve service, efficiency and customer satisfaction.\nCollaborate across departments to enhance processes and ways of working.\nContribute to site projects and continuous improvement activities.\nHealth & Safety\nPromote a strong health and safety culture.\nEnsure compliance with company policies and procedures.\nReport and address safety concerns and incidents promptly\nAbout you\nWe’re looking for an experienced customer service professional with a proven track record of leading teams in a fast-paced environment. You are highly organised, customer-focused and capable of making confident decisions under pressure. You enjoy coaching others, driving improvements and finding practical solutions to complex challenges.\nEssential Experience & Skills\nProven experience in a Customer Service Manager, Customer Experience Manager or similar leadership role.\nExperience managing and developing customer service teams.\nStrong people management and coaching skills.\nAbility to make effective decisions in a fast-paced environment.\nExcellent communication and stakeholder management skills.\nAdvanced customer service expertise with a strong customer-first mindset.\nProficiency in Microsoft Office, particularly Excel.\nStrong analytical and problem-solving abilities.\nDemonstrated alignment with values such as Caring, Challenging, Trusted, Responsive and Tenacious.\nDesirable Experience\nExperience working within a manufacturing, packaging, logistics or operational environment.\nKnowledge of continuous improvement methodologies and tools.\nExperience using CRM, ERP, Salesforce, SharePoint or similar customer management systems.\nUnderstanding of inventory management and supply chain processes.\nEvidence of ongoing professional development and learning.\nBenefits\nWe know it’s important to feel valued and rewarded, so at DS Smith you’ll get:\nA competitive salary\nDiscretionary bonus based on team performance\n25 days holiday plus bank holidays\nPension scheme, life assurance and income protection\nDigital GP Service & Employee Assistance Programme\nCycle to work scheme\nRetail discounts\nLocation: Redditch\nAbout us\nWe are DS Smith, together with International Paper, we are a global leader in sustainable packaging solutions and other fibre-based products. We believe a better, more sustainable tomorrow is possible with the right people, who challenge and support one another to enact positive change. We employ more than 65,000 colleagues in North America and Europe, Middle East and Africa (EMEA), who are experts in innovation, manufacturing, design, sales, sustainability, supply chain, and much more. Together with our customers, we make the world safer and more productive, one sustainable packaging solution at a time. Become part of a world-leading organisation and do your best work with us!\nFair recruitment at DS Smith\nTo fulfil our purpose of redefining packaging for a changing world, we aim to build a diverse, motivated, and engaged workforce. Our goal is to create a culture of inclusion where everyone is treated fairly, differences are valued, and everyone has an equal opportunity to succeed.\nOur people come from diverse backgrounds, bring different perspectives, ideas and experiences to generate unique solutions focused on present and future sustainability challenges. 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