Customer Service Assistant Manager

Job Description:

Our client, a leading and expanding manufacturing organisation, established for over 30 years in Tamworth, is seeking Customer Service Assistant Manager to join their well-established team. This role plays a key part in supporting the Customer Service Operations Manager in leading the department and ensuring the delivery of an exceptional customer experience.
  
Salary is between £30,000 to £35,000 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.
  
Your Key Responsibilities include:
  
Team Leadership & Development

• Lead, coach, and support Customer Service Team Leaders and Advisors
• Conduct regular one-to-ones, performance reviews, and appraisals
• Drive a high-performance culture through strong leadership and engagement
• Oversee recruitment, onboarding, and training of new team members
• Manage performance and address escalated HR matters in line with company policies

 Operational Management

• Support the smooth day-to-day running of the Customer Service function
• Ensure timely and accurate handling of orders, enquiries, and communications
• Monitor and drive performance against KPIs and SLAs
• Manage escalated customer issues, including complaints, delivery failures, and service delays
• Analyse performance data, customer trends, and operational metrics to inform decision-making
• Contribute to process improvements and service enhancement

Cross-Functional Collaboration

• Work closely with internal teams including Operations, Supply Chain, Purchasing
• Coordinate stock availability, delivery schedules, and bespoke customer requirements
• Liaise with external stakeholders and internal departments to ensure seamless service delivery

Stakeholder Engagement & Continuous Improvement

• Attend management and supplier meetings, feeding back key insights and actions
• Cascade key updates and operational changes to the Customer Service team
• Support the development and implementation of new processes and improvements
• Monitor service performance and contribute to ongoing service optimisation

 As the Customer Service Assistant Manager, you will have:

• Proven experience in a Customer Service supervisory or Assistant Manager role
• Strong leadership and team development skills
• Experience managing performance, KPIs, and SLAs
• Confident handling escalated customer issues and complex queries
• Excellent communication and stakeholder management skills
• Strong organisational skills with the ability to manage multiple priorities
• Analytical mindset with the ability to interpret and act on performance data
• Proactive, solution-focused approach with a strong customer service ethos
• Experience in a fast-paced, cross-functional business environment