Customer Services Manager – Midlands Up to £55,000 Benefits | Leadership | Customer Excellence | Process Improvement Are you a straight-talking, people-focused leader who thrives in a fast-paced, customer-driven environment? Do you take pride in running a motivated team and love turning good service into exceptional service? If so, this could be the perfect opportunity for you. The Opportunity We’re partnering with a respected manufacturer and distributor within the electrical and industrial supply sector. They’re a well-established organisation with around 60 employees, known for high standards, a no-nonsense culture, and a commitment to customer satisfaction. As Customer Services Manager, you’ll lead a team of eight across sales administration and internal sales, ensuring the department delivers a best-in-class experience for every customer. You’ll review and enhance processes and SOPs, introduce data-led KPIs, and create an environment where customer excellence, ownership, and accountability come naturally. What You’ll Be Doing Leading and developing a team of 8 across customer service and internal sales Reviewing and improving customer service processes and SOPs Creating and tracking meaningful KPI frameworks to drive performance Ensuring customers receive consistent, efficient, high-quality service Working closely with sales, marketing, and operations to improve communication and results Using data and insight to identify trends, successes, and areas for improvement What We’re Looking For Proven leadership within customer service, internal sales, or sales administration Background in electrical wholesale, distribution, or building products preferred Data-driven mindset – confident creating and analysing reports to drive performance Straight but fair management style – credible, hands-on, and accountable Excellent communication, organisational, and problem-solving skills Someone who values structure, clarity, and high standards Why This Role Real autonomy to shape how customer service operates Visible, senior role with direct impact on business performance Supportive leadership team that values results over politics Clear development and growth potential as the company expands Location: Office-based in the West Midlands (commutable from Wednesbury, Dudley, Walsall, Wolverhampton, Birmingham) Salary: Up to £55,000 benefits Interview Process: 2 stages To discuss the role: Craig McDonald – 01925 937 311 craig.mcdonald@mercuryhampton.com