Customer Services Manager

Posted: 16th September 2026

Terry Group Ltd are now recruiting for the below role:

Job Title: Customer Services Manager

Department: Sales / Customer Experience

Report to: Sales Director

Closing Date: 18.09.2026

An employer you can trust

Terry Group Ltd are a British engineering company who have been working in the lift industry for more than 70 years. We design and manufacture our own lifts right here in Cheshire and fit them in homes and public buildings across the country and beyond. We are proud to provide our customers with nothing less than the outstanding quality, safety and service they expect from a lift provider they can trust.

Job Purpose

To lead the customer services and spare parts functions, becoming the trusted first point of contact for our external customers and ensuring every interaction is clear, responsive and professional. Working closely with the Sales Director and teams across the business, the role will turn customer information into action, resolve challenges confidently and build practical processes that support service excellence and sustainable growth. The role will also establish and manage meaningful team KPIs, creating clear accountability and using performance insight to drive continuous improvement.

Key Responsibilities

Customer Experience & Communication

• Act as the first point of contact for external customers, building trusted relationships through confident, timely and professional communication.
• Own and coordinate lead-time requests, order updates and customer enquiries, ensuring accurate information is provided at every stage.
• Identify potential delays, risks or service issues early and communicate them proactively, working with customers to agree practical solutions.
• Lead the resolution of customer concerns and conflict, balancing the customer relationship with the commercial and operational needs of the business.
• Work closely with the Sales Director to provide the information, insight and follow-up needed to manage key customer relationships effectively.
• Champion clear and consistent communication across the business, ensuring customers experience one joined-up and dependable service.

Spares, Warranty & Process Improvement

• Manage the day-to-day delivery of the spare parts service, ensuring enquiries, quotations, orders and updates are handled efficiently.
• Create, implement and maintain clear warranty procedures that are practical, consistent and customer-focused.
• Coordinate with Sales, Production, Purchasing, Engineering, Service, Finance and other internal teams to secure timely answers and effective outcomes for customers.
• Design, manage and continuously improve customer service and spare parts processes, using feedback and performance information to remove delays and improve quality.
• Establish clear service standards, ownership routes and escalation processes so that customer commitments are visible and delivered.
• Generate and develop ideas that strengthen customer experience, improve efficiency and support the growth of the business.

Leadership, Team Development & Reporting

• Lead, support and develop team members, setting clear expectations and creating an accountable, collaborative and high-performing environment.
• Manage workloads and priorities to maintain responsive customer support and effective operational cover.
• Coach team members through regular feedback, development conversations and practical support, building capability and confidence.
• Provide the Board with clear monthly reporting on weekly and monthly sales figures, customer service performance, key trends, risks and improvement activity.
• Turn data and customer feedback into meaningful actions and recommendations for the Sales Director and wider management team.
• Contribute positively as part of the cross-functional management team, supporting company-wide communication, improvement and growth.

Key Skills & Competencies

• Proven track record of successfully managing, motivating and developing a team.
• Demonstrable experience of resolving customer conflict and difficult situations calmly, fairly and commercially.
• Strong customer service leadership with the ability to create, manage and embed effective processes.
• Excellent verbal and written communication skills, with the confidence to communicate clearly with customers at all levels.
• Ability to work collaboratively across multiple departments and turn internal information into effective customer communication.
• Proven experience of preparing monthly Board reports, including weekly and monthly sales performance information.
• Strong organisational, prioritisation and problem-solving skills, with the ability to manage multiple live issues.
• Commercial awareness and the ability to make balanced, customer-focused decisions.
• Confident user of business systems and reporting tools, with the ability to learn new processes and systems quickly.

Accountability

• Quality, consistency and timeliness of communication with external customers.
• Effective day-to-day delivery and continuous improvement of the spare parts service.
• Implementation and ongoing management of clear and effective warranty procedures.
• Swift, professional resolution and appropriate escalation of customer issues.
• Accuracy and usefulness of weekly and monthly sales reporting presented to the Board.
• Team performance, development, engagement and operational continuity.
• Contribution of practical ideas that improve customer experience and support business growth.

Personal Attributes

• A visible leader in communication who sets the standard for clarity, ownership and follow-through.
• Customer-focused, approachable and confident, including when conversations are challenging.
• Fast learner with curiosity, initiative and a genuine willingness to develop.
• Proactive and solutions-focused, with the energy to turn ideas into improved ways of working.
• Collaborative and respectful, with the ability to build strong relationships across departments and with global customers.
• Resilient, organised and calm under pressure.
• A positive team player who takes pride in delivering an excellent customer experience.

What you can expect from us:

• Competitive Salary depending upon experience.
• 22 days holiday per year, plus statutory bank holidays and birthday day off.
• Company pension scheme
• 2 years salary death-in-service benefit from day one of employment
• Additional holidays after 5 years’ service
• Cycle to work scheme
• Wellbeing portal
• Free eye test for DSE users
• H&S training
• Career progression programme
• Comprehensive in-house training programme to get you fully up-to-speed with the wide range of products manufactured.

How to apply

For all advertised vacancies please complete an application form and an equality and diversity form, which you can find on our website www.terrylifts.co.uk

Click to download:

Application Form

Equality and Diversity Form

Once you have downloaded the forms, please open them using Adobe Reader DC. This is a standard, free, PDF reader which can be accessed at https://get.adobe.com/uk/reader

Please send the completed forms, along with any supporting documentation, to: hr@terrylifts.co.uk

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