Customer Service Manager
Our Tamworth based client is seeking an experienced and driven Customer Service Manager to lead a high performing Customer Service function. This is a key leadership role focused on delivering operational excellence, developing teams, and ensuring a consistently outstanding customer experience.
Working closely with senior leadership, the successful candidate will play a pivotal role in shaping service delivery, driving continuous improvement, and enhancing overall performance across the department. This is an excellent opportunity for a proactive and customer focused leader who thrives in a fast paced environment and is passionate about making a tangible impact.
Required Skills & Experience
- Proven experience managing high-performing customer service teams
- Strong leadership, coaching, and people development capability
- Experience managing escalations and resolving complex customer issues
- Ability to analyse performance data and drive KPI/SLA improvements
- Excellent communication and stakeholder management skills
- Strong decision-making ability with a proactive, solutions-focused approach
- Highly organised with the ability to manage multiple priorities
- Resilient and calm under pressure
- Experience with CRM, ERP, or order processing systems
- Background working with Supply Chain, Warehouse, Technical, or Sales teams
- GCSE Maths and English (Grade C/4 or above or equivalent)
- Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook)
Role Details
Salary: £33, 000 – £38, 000
Working Hours: Full time, Monday – Friday, 37.5 hours per week
Location: Tamworth (on site)
Duration: Permanent
Role of Customer Service Manager
- Lead the day to day operations of the Customer Service function, ensuring efficiency, quality, and high service standards
- Manage, motivate, and develop Team Leaders and Customer Service staff, driving a high performance, customer focused culture
- Oversee performance management, coaching, and succession planning across the team
- Ensure delivery against KPIs and SLAs, maintaining consistent service excellence
- Manage end to end customer service operations including order processing, workflow, and issue resolution
- Handle and resolve complex escalations relating to logistics, stock, and customer complaints
- Review and improve internal processes to enhance efficiency, accuracy, and customer satisfaction
- Analyse data and performance metrics to identify trends, risks, and improvement opportunities
- Act as a key liaison between Customer Service and internal departments (Operations, Supply Chain, Sales, Technical, Purchasing)
- Support key accounts through proactive communication, reporting, and service alignment
- Represent Customer Service in senior meetings, providing insights and recommendations
- Drive continuous improvement initiatives across service delivery and processes
- Support senior leadership in developing and executing departmental strategy
Benefits
- 23 days annual leave + bank holidays
- Option to purchase up to 5 extra days annual leave
- Health Cashback Plan
- Pension Scheme
- Life Assurance
- Free Parking
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