Customer Service Manager

Proftech Talent • Permanent • Tamworth, Staffordshire, England, United Kingdom • £33,000 - £38,000 / year • 4d ago

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: Permanent

Role 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 strategy

Benefits of working as a Customer Service Manager: