Interim Customer Service Manager
Job description
Original text imported from Reed
Interim Customer Service Manager
Worcester, Worcestershire
Contract – Outside IR35
Competitive Pay Rate
Our client is a recognised and successful family business who provide top-quality construction tools, site supplies and consumables across the UK. In support of their continued activity, we are seeking an experienced Interim Customer Service Manager to provide short-term leadership and stability to the customer service function during a period of transition. This role is critical in ensuring the smooth day-to-day running of the customer service team while maintaining high standards of customer satisfaction and operational efficiency.
Contract expected to run for between 2 and 5 months, reporting to the Managing Director and with an expected need to support 5 days per week in their head office in Worcester.
Interim Customer Service Manager responsibilities:
- Oversee the day-to-day operations of the customer service function.
- Ensure timely and effective handling of customer enquiries across all channels.
- Manage and support the resolution of escalated customer issues and complaints.
- Lead, support and motivate a small internal customer service team.
- Review and improve customer service processes to enhance efficiency and service quality.
- Maintain oversight of order processing, query resolution, and customer communications.
- Support continuity and handover for the incoming permanent Customer Service Manager.
- Identify and address any immediate service gaps, risks, or operational challenges.
- Utilise customer service systems to support reporting and service delivery.
Interim Customer Service Manager requirements:
- Proven experience in a Customer Service Manager or equivalent position.
- Must have a strong understanding of core customer service operations.
- Experience with product based or distribution environments would be beneficial.
- Excellent organisational and communication skills.
- Experienced in implementing new customer service processes.
- Able to provide technical support and training to existing team.
If interested, please apply at your earliest convenience.
Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.
In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included.
Key skills
AI-extracted from the job advert
Application advice
5 AI-generated recommendations to maximise your chances.
⭐ Highlight your interim management experience at the top of your CV as this role specifically requires short-term leadership during transition
📊 Quantify your customer service achievements: 'Reduced query resolution time by 35% whilst managing 8-person team'
🔧 Emphasise any construction, tools or distribution sector experience as the client supplies construction tools and site supplies
🎯 Showcase your process improvement skills with specific examples as the role involves reviewing and enhancing customer service processes
🤝 Detail your team leadership experience with small teams as you'll be leading and motivating a small internal customer service team
Suggested CV bullets
3 bullets our AI drafted for this specific advert, mirroring its ATS keywords.
Add these 3 bullets under your most recent experience:
- •Led customer service operations for 4-month interim period, maintaining 95% customer satisfaction whilst implementing 3 new process improvements
- •Managed escalation resolution for construction supply company, reducing complaint resolution time from 5 to 2 days across 200+ monthly queries
- •Provided leadership and training to 6-person customer service team during transition period, achieving seamless handover to permanent management
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Dear Hiring Manager,
Your interim Customer Service Manager position at Jonathan Lee Recruitment's client immediately caught my attention, particularly the opportunity to provide leadership during transition whilst managing customer service operations for a construction tools supplier. My proven experience in customer service management and process improvement aligns perfectly with your need for operational stability and enhanced efficiency.
My background in leading customer service teams through periods of change, combined with experience in product-based environments, positions me well to oversee day-to-day operations whilst supporting your small internal team. I have successfully implemented new customer service processes and provided technical training to existing teams, ensuring seamless continuity during management transitions.
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Interview questions
10 questions generated from this advert.
Technical
- ›How would you approach reviewing existing customer service processes in your first week?
- ›What customer service systems have you worked with and how do you use them for reporting?
- ›How do you handle order processing workflows in a distribution environment?
- ›What methods do you use to track and resolve escalated customer complaints?
- ›How would you ensure continuity during a handover to a permanent manager?
Behavioural
- ›Tell me about a time you had to provide leadership during a period of transition
- ›Describe a situation where you improved customer service processes and the impact it had
- ›Give an example of how you motivated a team during challenging circumstances
- ›Tell me about a time you had to resolve a complex customer complaint
- ›Describe how you would approach joining a new team as an interim manager
STAR answer examples
Model answers using the Situation-Task-Action-Result framework. Adapt to your own experience.
Tell me about a time you had to provide leadership during a period of transition
Describe a situation where you improved customer service processes and the impact it had