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: PermanentRole 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 strategyBenefits 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