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.

As a Customer Service Manager, you will need to have/be:

• 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)

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 of working as a Customer Service Manager:

• 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