Customer Service Excellence Manager - Europe & UK

PORTWEST, a leading global manufacturer of safety wear, workwear and PPE is currently seeking applications for the position of Customer Service Excellence Manager on a permanent basis reporting to Richard Walsh - Head of Customer Service. Founded in 1904, Portwest has become one of the fastest growing workwear companies in the world currently employing over 5,100 staff worldwide. With 1400 styles across more than 20 ranges, we design, manufacture and distribute market leading workwear, safety wear and PPE in fully owned production facilities.  
 

We’re on a mission to become the world’s most requested PPE and Safety Wear Brand.  
 
 
JOB SUMMARY:  

The Customer Service Excellence Manager is responsible for enhancing customer service standards across seven global sites by improving soft skills, telephone mannerisms, and standard operating procedures (SOPs). This is a self-driven role, requiring the ability to proactively identify challenges, implement solutions, and drive continuous improvement without relying on direct guidance from management. The position involves close collaboration with key stakeholders, including the IT department, Learning & Development (L&D), and customer service teams, to refine processes, enhance communication, and ensure a seamless and consistent customer experience. 

 
KEY RESPONSIBILITIES: 

Operational Excellence & Process Improvement 

• Independently review, develop, and implement Standard Operating Procedures (SOPs) to improve customer service delivery. 
• Work across seven global sites, spending time at each location to assess, implement, and refine customer service strategies. 
• Identify and address service inefficiencies, taking initiative to propose and execute improvement strategies. 
• Facilitate increased collaboration and best practice sharing among global teams. 
• Ability to ‘pitch in’ during busy sales periods in the company with customer service teams. 

Training & Development 

• Partner with L&D to design and roll out training programs on telephone etiquette, soft skills, and effective email communication. 
• Conduct on-site coaching sessions and virtual workshops to elevate service quality. 
• Monitor training effectiveness and provide feedback for continuous improvement. 

Technology & Digital Customer Experience 

• Work closely with IT to optimize the digital customer experience, including self-service tools and online communication channels. 
• Collaborate with IT to evaluate and improve the current ticketing system (Teamwork) or explore alternative solutions. 
• Ensure customer interactions across all digital platforms are efficient, user-friendly, and aligned with customer expectations. 

Stakeholder Collaboration & Knowledge Retention 

• Work alongside local office managers in a collaborative manner to update and enhance SOP. 
• Foster cross-site communication to encourage shared learning, innovation, and problem-solving.  

REQUIREMENTS: 

• Self-motivated, proactive, and capable of working independently, making informed decisions and driving initiatives without relying on direct manager input. 
• Proven experience in customer service management, training, or operational improvement roles. 
• Strong knowledge of customer service best practices, SOP development, and quality assurance. 
• Experience in training facilitation and coaching teams in soft skills and communication. 
• Familiarity with customer service software (e.g., Teamwork, Zendesk, or Salesforce Service Cloud). 
• Excellent communication and collaboration skills, with the ability to engage diverse teams. 
• Ability to work independently and travel internationally up to 40% of the time. 

Preferred Qualifications 

• Experience working in a global or multi-site environment. 
• 2+ years of customer service management experience 

COMPANY AWARDS 

• Great Place To Work 2024 
• 2024 Entrepreneur of the year awarded to Portwest’s CEO 
• Best Medium Sized Workplaces 2022 
• Ibec Leading in Wellbeing Top 100 companies 2021 

Applicants must have a right to live and work in the relevant jurisdiction. 

Portwest is an equal opportunity employer. All applicants will be considered for employment without attention to age, gender, race, religion, sexual orientation, civil status, veteran status, family status, disability status or membership of a minority group.