Customer Service Manager Review
at Saica Paper UK Ltd
Level 3 Apprenticeship
Customer Service
Carrington, Greater Manchester
Review Submitted: April 2026
Overall Rating
5 /5
The Overall Rating is the average of all the ratings given in each category. We take those individual ratings and combine them into one final score!
5/5
-
Overview of Role
5/5
-
Skills Development
5/5
-
Structure and Support
Overview of Role
Please give an overview of your role and what this involves on a day-to-day basis:
5/5
As Customer Service Manager at Saica Paper UK, I am responsible for leading the customer service function to ensure a high level of service, accuracy, and communication across all customer interactions. The role acts as a key link between customers, sales, production, logistics, and planning, ensuring customer requirements are met while supporting operational efficiency and commercial objectives.
Quick look at day to day activities:
Managing and supporting the customer service team, setting priorities and maintaining service standards.
Overseeing order processing, amendments, and confirmations to ensure accuracy and on time delivery.
Monitoring forecasts, capacity, and load plans to proactively manage customer expectations.
Acting as the main escalation point for customer queries, complaints, and delivery issues.
Liaising closely with Sales, Planning, Production, and Transport to align customer demand with operational capability.
Reviewing customer performance, KPIs, and service levels, driving continuous improvement.
Maintaining strong relationships with key customers through clear communication and problem solving.
Quick look at day to day activities:
Managing and supporting the customer service team, setting priorities and maintaining service standards.
Overseeing order processing, amendments, and confirmations to ensure accuracy and on time delivery.
Monitoring forecasts, capacity, and load plans to proactively manage customer expectations.
Acting as the main escalation point for customer queries, complaints, and delivery issues.
Liaising closely with Sales, Planning, Production, and Transport to align customer demand with operational capability.
Reviewing customer performance, KPIs, and service levels, driving continuous improvement.
Maintaining strong relationships with key customers through clear communication and problem solving.
To what extent do you enjoy your programme?
5/5
I am enjoying the programme and find it relevant and useful for my role.
Skills Development
Have you learnt any new skills or developed existing skills?
5/5
Yes, I have developed my leadership, communication, and team management skills, particularly in managing performance and supporting colleagues more effectively.
Structure and Support
How well organised/structured is your programme?
5/5
The programme is well organised and structured, with clear modules and support that help balance learning alongside work.
How much support do you receive from your employer?
5/5
I receive good support from my employer, including time to complete learning activities and encouragement to apply what I learn in my role.
How much support do you receive from your training provider when working towards your qualifications?
5/5
I receive good support from my training provider, with regular guidance, clear feedback, and access to help when needed.
How well do you feel that your qualification (through your training provider) helps you to perform better in your role?
5/5
The qualification helps me perform better by improving my leadership, communication, and decision making skills, which I can apply directly in my day to day role.
Are there extra-curricular activities to get involved in at your work? (For example, any social activities, sports teams, or even professional networking events.)
5/5
I do often play football on a Thursday night with my work colleagues.
Recommendations & Advice
Would you recommend Saica Paper UK Ltd to a friend?
Yes
Why?
Yes, I would recommend Saica Paper UK Ltd, as it offers a supportive working environment with good opportunities for development and progression.
What tips or advice would you give to others applying to Saica Paper UK Ltd?
Be open minded, willing to learn, and prepared to work in a fast paced environment. Showing good communication skills, teamwork, and a positive attitude goes a long way at Saica Paper UK Ltd.
