Description Job Title: Customer Services Manager Department: Supply Chain & Commercial Services Location: Steelpark, Wolverhampton WV11 3SQ Salary: circa £40,000 plus benefits Closing Date: Monday 15th June 2026 We believe that our strength is not just in our steel but the diversity of our workforce. Our people make the difference. Are you an experienced customer service or supply chain leader ready to drive operational excellence in a complex, high-volume environment? At Tata Steel, we’re transforming for a sustainable future – and our Customer Services team plays a critical role in delivering exceptional service, efficiency, and value across the end-to-end supply chain. What you'll do As the Customer Services Manager, you’ll lead and develop a team of Customer Service Representatives (CSRs), acting as the key operational link between Tata Steel UK & Ireland and it's customers. You’ll play a central role in ensuring service excellence, managing customer relationships, and aligning supply chain operations with business and commercial objectives. This role requires strong leadership, cross-functional collaboration, and a focus on continuous improvement to deliver against service, cost, and efficiency targets. You will act as the Customer Services lead within the customer “triangle,” working closely with Account Managers and managing customer engagement processes, ensuring adherence to Rules of Engagement and Service Level Agreements (SLAs) As the Customer Services Manager you will also: Ensure changes to service agreements are effectively communicated and implemented Oversee enquiry and order management processes, ensuring timely and accurate responses Act as escalation point for complex customer issues and service challenges Manage and resolve customer complaints, ensuring root cause analysis and corrective actions are implemented Drive performance against departmental KPIs, including service, cost, delivery, complaints, and inventory measures Collaborate with Planning teams to align customer demand with capacity and delivery plans Influence and contribute to discussions on customer KPIs and performance outcomes Lead continuous improvement initiatives, including digital and automation developments Champion Health & Safety within the team to ensure a safe and compliant working environment Build strong relationships across internal functions and external stakeholders What you’ll need We’re looking for a strong people leader with proven experience in customer services or supply chain operations within a complex, high-volume environment. You should have a strong understanding of planning, scheduling, logistics, transport, and inventory management We need a Customer Services Manager with demonstrable experience in customer service or supply chain management alongside the following: Experience managing B2B industrial customers and complex service requirements Proven leadership capability, including coaching and developing high-performing teams Strong communication, influencing, and stakeholder management skills Experience in data analysis, forecasting, and performance reporting Familiarity with S&OP processes, ERP systems, and digital supply chain tools Understanding of master data governance and reporting frameworks Ability to prioritise resources and balance service, cost, and operational constraints A proactive, solutions-focused approach with strong problem-solving skills Ready to make a difference? For a full job description or if you’d like an informal discussion, please contact: sue.robinson@tatasteeleurope.com Please note: You may use AI tools to help prepare your application. However, all information must be accurate and based on your own experience. We value genuine, honest responses that reflect who you are. What we can offer you Tata Steel UK offers their employees significant benefits packages. For this role, you will benefit from: • A market competitive salary • 35 days holidays per annum • Annual Pay Review • Bonus Scheme – subject to business performance • Ongoing Tata Steel training, recognised as some of the best in the industry • Private Healthcare Scheme (individual cover) • One of the UK’s leading defined contribution pension schemes (10% employer / 6% employee) We also offer a wide range of lifestyle benefits including free onsite parking, an employee assistance programme, and discounts with major brands such as Vodafone, Jaguar Land Rover, and various local services. Why us? Tata Steel is one of the world’s top 10 steel producers. The combined group has an annual aggregate crude steel capacity of more than 33 million tonnes with approximately 80,000 employees across four continents. We’re part of the Tata Group, one of the largest, most diverse conglomerates in the world with businesses in the UK including Tata Steel, Jaguar Land Rover and Tetley Tea. Sustainability is at the very heart of what we do and we are dedicated to managing our operations responsibly and to continuously improving our performance. Innovating for tomorrow, making a positive impact today.