Customer Service Assistant Manager/Team Leader - Birmingham Based - full time Job Specification: Service, Sales & Customer Relations Assistant Manager OverviewA hands-on Assistant Manager role supporting the daily operation of a high-volume sales and customer service contact centre. Responsible for team leadership, performance management, customer escalations and operational efficiency, while supporting and deputising for the Sales & Customer Services Manager.Business sector experience is highly desirable. Key ResponsibilitiesCustomer & Service Delivery Act as the escalation point for complex customer complaints, resolving issues quickly and professionally. Build and maintain strong customer relationships, including management of key accounts. Review customer performance, spend and service levels, identifying opportunities for account growth. Ensure customer data, orders and delivery documentation remain accurate. Liaise with couriers and external partners to resolve service issues and reduce errors. Team Leadership Lead and support supervisors, team leaders and advisors; manage internal issues fairly and calmly. Support recruitment, onboarding and ongoing development of sales and customer service staff. Monitor performance, call quality and sales errors, implementing corrective actions and training. Manage rotas, holiday approvals, attendance and return-to-work processes. Promote cross-training to maintain operational resilience. Handle HR matters including performance management and disciplinaries. Operations & Reporting Maintain accurate sales and operational records. Identify opportunities to improve productivity, service quality and efficiency. Ensure health and safety standards are met within the department. Produce monthly sales and performance reports. Work with Accounts on credit limits for larger customers. Provide regular performance feedback to senior management. Cover the Sales & Customer Services Manager during absence. Skills & Experience Required Proven experience in sales, customer service or call centre management. Strong leadership and people-management skills. Confident decision-maker with the ability to manage conflict effectively. Highly organised, with the ability to prioritise in a fast-paced environment. Excellent communication and interpersonal skills. Experience in coaching, motivating and managing team performance. If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. 4790008