Customer Service Manager

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