Our client, a leading and expanding manufacturing organisation, established for over 30 years in Tamworth, is seeking Customer Service Assistant Manager to join their well-established team. This role plays a key part in supporting the Customer Service Operations Manager in leading the department and ensuring the delivery of an exceptional customer experience. Salary is between £30,000 to £35,000 depending on experience. Please note this is an office-based position. Benefits include 31 days holiday including Bank Holidays, Paycare – A Healthcare Cash Plan (Discounts available and access to a 24-hour Doctor), Life Assurance x 2 and up to 5 days extra unpaid holiday available at a salary sacrifice. Your Key Responsibilities include: Team Leadership & Development
- Lead, coach, and support Customer Service Team Leaders and Advisors
- Conduct regular one-to-ones, performance reviews, and appraisals
- Drive a high-performance culture through strong leadership and engagement
- Oversee recruitment, onboarding, and training of new team members
- Manage performance and address escalated HR matters in line with company policies
Operational Management
- Support the smooth day-to-day running of the Customer Service function
- Ensure timely and accurate handling of orders, enquiries, and communications
- Monitor and drive performance against KPIs and SLAs
- Manage escalated customer issues, including complaints, delivery failures, and service delays
- Analyse performance data, customer trends, and operational metrics to inform decision-making
- Contribute to process improvements and service enhancement
Cross-Functional Collaboration
- Work closely with internal teams including Operations, Supply Chain, Purchasing
- Coordinate stock availability, delivery schedules, and bespoke customer requirements
- Liaise with external stakeholders and internal departments to ensure seamless service delivery
Stakeholder Engagement & Continuous Improvement
- Attend management and supplier meetings, feeding back key insights and actions
- Cascade key updates and operational changes to the Customer Service team
- Support the development and implementation of new processes and improvements
- Monitor service performance and contribute to ongoing service optimisation
As the Customer Service Assistant Manager, you will have:
- Proven experience in a Customer Service supervisory or Assistant Manager role
- Strong leadership and team development skills
- Experience managing performance, KPIs, and SLAs
- Confident handling escalated customer issues and complex queries
- Excellent communication and stakeholder management skills
- Strong organisational skills with the ability to manage multiple priorities
- Analytical mindset with the ability to interpret and act on performance data
- Proactive, solution-focused approach with a strong customer service ethos
- Experience in a fast-paced, cross-functional business environment