Customer Service Assistant Manager

Job Description:

Customer Service Assistant Manager

We are working with a growing, customer focused organisation based in Tamworth to recruit a Customer Service Assistant Manager.

As a key member of the management team, you will support the Customer Service Operations Manager in the day-to-day running of the department. You'll lead and develop Team Leaders and Advisors, ensuring all customer enquiries, orders, and communications are handled efficiently, accurately, and in line with high service standards.

As a Customer Service Assistant Manager, you will need to have/be:

• Proven experience in a supervisory or Team Leader role within Customer Service, Contact Centre, or operations.
• Strong track record of leading, coaching, and developing teams to achieve targets.
• Experience managing escalated complaints and complex customer queries.
• Background in workload planning and delivering against KPIs and SLAs.
• Experience with training, onboarding, and team development.
• Strong leadership skills with the ability to motivate and engage teams.
• Confident in performance management, including 1:1s and appraisals.
• Excellent communication skills with the ability to influence stakeholders.
• Highly organised with the ability to manage multiple priorities.
• Confident analysing performance data to drive improvements.
• Strong problem-solving skills and sound operational judgement.
• Proficient in Microsoft Office and able to learn new systems quickly.
• Professional, proactive, and calm under pressure.
• A collaborative team player with a positive, adaptable approach.
• High levels of integrity, professionalism, and customer focus.

Details:

• Salary: £30,000 - £35,000
• Working Hours: Full Time, Monday - Friday
• Location: Tamworth (full time on site)
• Duration: Permanent

Role of Customer Service Assistant Manager:

• Lead, motivate, and develop the Customer Service team.
• Conduct 1:1s and performance reviews with Team Leaders.
• Provide coaching, guidance, and performance feedback.
• Ensure HR policy compliance and manage ER matters.
• Identify training needs and support development.
• Oversee recruitment and onboarding.
• Manage workload to ensure accurate, timely order processing against KPIs/SLAs.
• Maintain high standards across all customer interactions.
• Resolve escalated issues, including complaints and delivery delays.
• Monitor key accounts and produce performance reports.
• Analyse trends and drive continuous improvement.
• Ensure adherence to processes and procedures.
• Work with Operations Support to track orders through to completion.
• Liaise with operations on stock, collections, and deliveries.
• Collaborate with commercial/technical teams on bespoke orders.
• Partner with Sales and Key Account teams on customer requirements.
• Coordinate with Purchasing and Supply Chain for stock and ETAs.
• Manage carrier communication to minimise delivery issues.
• Attend leadership meetings and cascade key updates.
• Participate in supplier reviews to improve performance.
• Track actions and ensure follow-up and delivery.
• Support senior leadership and wider Customer Service function.

Benefits of working as a Customer Service Assistant Manager:

• 23 days holiday + bank holidays
• Option to buy up to 5 additional days
• Health Cashback Plan
• Pension Scheme
• Life Assurance
• Free parking