Our client, a long-established and growing manufacturing organisation based in Tamworth, is seeking an experienced Customer Service Manager to lead a high-performing team and drive operational excellence across the function. This is a pivotal leadership role where you will directly influence service performance, team culture, and customer experience at a strategic level.
Salary is between £33,000 to £38,000 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.
As the Customer Service Manager, you will:
Lead, coach, and develop a high-performing Customer Service team
Ensure delivery of KPIs, SLAs, and service standards
Manage escalations and complex customer complaints to resolution
Improve processes to increase efficiency and accuracy
Use data to identify trends and drive continuous improvement
Collaborate with Supply Chain, Sales, Technical, and Operations teams
Support key accounts and ensure service alignment across departments
Contribute to senior-level reporting and service strategy
As the Customer Service Manager, you will have:
Proven experience leading high-performing Customer Service teams
Strong coaching and people development capability
Confidence handling escalations and complex service challenges
A data-driven mindset with the ability to improve KPIs and service performance
Excellent communication and stakeholder management skills
A calm, solutions-focused approach under pressure
Strong organisation skills and the ability to manage competing priorities effectively