Furthermore, here at FFE we value our employees giving them the freedom to be creative and innovative. Having a great team spirt and people that are proud to work for a company that saves lives, our teams see the direct impact of their efforts in the daily operations.
How many lives have you saved today?
FFE Ltd is a specialist fire detector manufacturer and is one of the world’s largest manufacturers of optical beam smoke detectors and flame detectors. FFE is proud to be part of the Halma plc group, a UK based global FTSE 100 company.
Our products include Fireray® beam detectors, offering a cost-effective method of protecting wide areas against fire. Examples include museums, warehouses, atria, sports stadiums, gyms, theatres etc. Talentum flame detectors detect across a wide spectrum making it an obvious choice for most flame detection applications. FFE aviation extinguishers are present on over half the world’s commercial flights.
Here at FFE we value our employees and give them the freedom to be creative and innovative. Having a great team spirit from people that are proud to work for a company that saves lives, means our teams see the direct impact of their efforts in the daily operations.
Job title : Customer Services Manager
Location: Hitchin, UK
Contract type Permanent:
Hours : Full-time (39 hours per week)
Salary : Competitive Salary
Office Based role
Scope of the role :
The Customer Services Manager is responsible for leading FFE’s Customer Operations function, ensuring the delivery of an exceptional customer experience from order receipt through to fulfilment and aftersales support. The role provides leadership and direction to the Customer Account Executives, Logistics & Operations Executives and Planner, ensuring customer enquiries, order management, production planning, inventory availability, logistics activities and aftersales support are delivered efficiently, accurately and in line with agreed service levels.
Scope of the Role
Lead and develop a team of five customer operations professionals.
Own customer service performance, order fulfilment effectiveness and on-time delivery coordination.
Ensure customer enquiries, quotations, orders and aftersales requests are handled effectively and within KPI targets.
Manage the interface between customers, sales teams, planning, production, procurement and logistics.
Drive continuous improvement of customer-facing processes, systems and reporting.
Act as the primary escalation point for complex customer, operational or logistical issues.
Support business growth by maintaining high levels of customer satisfaction and operational efficiency.
Ensure compliance with company procedures, export controls, quality standards and customer requirements.
Key Responsibilities
Team Leadership
Lead, coach and develop the Customer Operations team, creating a high-performing, customer-focused culture.
Set clear objectives, monitor performance and support individual development.
Ensure resources and workloads are effectively managed to meet customer and business requirements.
Act as the primary escalation point for complex customer and operational issues.
Customer Service Excellence
Ensure all customer enquiries, orders and aftersales activities are managed professionally, accurately and within agreed service levels.
Drive high levels of customer satisfaction through consistent delivery of excellent customer service.
Monitor and improve customer service KPIs, implementing corrective actions where necessary.
Build strong relationships with customers and support key customer interactions when required.
Operational Coordination
Lead coordination between Customer Operations, Planning, Production, Procurement, Logistics and Sales to ensure customer commitments are achieved.
Maintain visibility of customer demand, order backlog and delivery performance, proactively managing risks and priorities.
Ensure operational processes are executed efficiently and in compliance with company procedures.
Continuous Improvement
Identify and implement improvements to customer service, planning and fulfilment processes.
Use data and performance metrics to drive operational efficiency and service excellence.
Support and develop the effective use and development of ERP, CRM and business systems.
Governance & Reporting
Ensure accurate reporting of customer service and operational performance.
Maintain compliance with company policies, quality standards and regulatory requirements.
Skills and Experience:
Essential
Proven experience in a Customer Service, Customer Operations or Supply Chain leadership role.
Experience managing and developing customer-facing teams.
Strong understanding of order management, plann
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