At a Glance
- Tasks: Lead a dynamic Customer Service team and enhance the customer journey from order to delivery.
- Company: Established manufacturing business in Wednesbury with a focus on customer satisfaction.
- Benefits: Competitive salary, career development, and a vibrant work environment.
- Other info: Fast-paced environment with opportunities for growth and collaboration across departments.
- Why this job: Be at the heart of operations, making a real difference in customer experiences.
- Qualifications: Experience in managing customer service teams within manufacturing or related fields.
The predicted salary is between 40500 - 49500 £ per year.
We are recruiting for an experienced Customer Service Manager to join a well-established manufacturing business based in Wednesbury. This is a key role within the business, responsible for leading the Customer Service function and ensuring customers receive an excellent level of service throughout the entire order journey.
We are particularly interested in candidates who have managed a Customer Service team within a manufacturing, engineering, packaging or similar product-led environment, where you have worked closely with Production, Planning, Supply Chain, Warehouse and Logistics teams. This isn't a traditional contact centre environment. You'll need to understand the realities of servicing customers within a busy operational business — balancing customer expectations with production schedules, stock availability, lead times and delivery requirements.
The role will include:
- Leading, supporting and developing the Customer Service team
- Managing the customer journey from initial order through to delivery
- Overseeing order processing and ensuring orders are progressed accurately and efficiently
- Managing customer expectations around availability, lead times and delivery schedules
- Handling escalated customer queries, complaints and service issues
- Working closely with Production, Planning, Supply Chain, Warehouse and Logistics
- Monitoring service levels, team performance and relevant KPIs
- Conducting regular 1:1s and supporting the development and performance of the team
- Identifying opportunities to improve processes, communication and the overall customer experience
- Building strong relationships with key customers and internal stakeholders
- Providing reporting and insight to the senior management team
About you
You'll be an experienced people manager with a strong background in Customer Service Management within manufacturing or a closely related product-led environment. You'll be comfortable operating in a fast-paced business where priorities can change and where resolving a customer issue often means working across several different departments to find a solution.
You'll ideally have:
- Previous experience managing a Customer Service or Sales Support team
- Experience gained within manufacturing, engineering, packaging, industrial products or a comparable environment
- Strong knowledge of order processing and the order-to-delivery journey
- Experience working closely with production/operations, supply chain and logistics
- Strong people-management skills, including coaching, development and performance management
- Excellent communication and relationship-building skills
- Confidence dealing with customer escalations and challenging situations
- A proactive, solutions-focused approach
- Strong organisational skills and the ability to manage competing priorities
- Experience using CRM/ERP/order-management systems
This is a great opportunity for someone who enjoys being at the heart of a business — leading a team, building strong customer relationships and working collaboratively with operational departments to ensure customers receive the best possible service.
Customer Service Manager in Oldbury employer: MET Recruitment UK Ltd Careers
Join a well-established manufacturing business in Oldbury that values its employees and fosters a collaborative work culture. With competitive salaries, opportunities for professional growth, and a commitment to continuous improvement, this company offers a rewarding environment for Toolmakers looking to make a meaningful impact. Enjoy the benefits of working in a hands-on role where your skills in tooling will be recognised and developed, all while contributing to efficient production processes.
Contact Details:
MET Recruitment UK Ltd Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager in Oldbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MET Recruitment UK Ltd Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MET Recruitment UK Ltd Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Manager in Oldbury
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MET Recruitment UK Ltd Careers:Your cover letter is your chance to shine! Tell us why you want to work at MET Recruitment UK Ltd Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MET Recruitment UK Ltd Careers!
How to prepare for a job interview at MET Recruitment UK Ltd Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
