Customer Service Manager in Tamworth

Oakley Recruitment is working in partnership with an expanding organisation based in Tamworth. This is an excellent opportunity to join the team as a Customer Service Manager on a full-time permanent basis.

Culture and Environment

Our client is a well-established and growing organisation that places customer experience at the heart of everything they do. Operating within a fast-paced and collaborative environment, they encourage accountability, continuous improvement, and teamwork across all departments. You will be joining a supportive business where ideas are valued, success is recognised, and people are empowered to make a genuine impact. Working closely with senior leadership and cross-functional teams, this is an environment where high standards, development, and operational excellence go hand in hand.

Personality

You will be a confident, approachable, and proactive leader who thrives in a fast-paced customer-focused environment. With proven experience managing and developing high-performing teams, you will be passionate about delivering exceptional service and driving continuous improvement. You will be highly organised, resilient, and solutions-focused, with the ability to remain calm under pressure and confidently manage multiple priorities. Strong communication skills, commercial awareness, and a collaborative approach are essential to succeed in this role.

Package and benefits

• Monday to Friday 9-5
• Pension: 3% employer contribution, 4% employee contribution, 1% tax relief, pensions advisor to visit the site twice a year
• Healthcare: All employees are entitled to the Health Assured Employee Assistance Programme from day one, providing a free 24hr confidential helpline on various issues. On completion of the 6-month probationary period, healthcare cash plan is available
• Holiday Entitlement: 23 days holiday plus 8 statutory bank holidays. After 3 years' service this increases to 24 days plus BH and at 6 years' service it increases again to a maximum of 25 days plus BH. After completing 6-month probationary period, all employees are entitled to up to 5 days unpaid annual leave in addition to their paid allowance. This is pro-rata in the first part year, following probation.
• Life Assurance: 2x annual salary
• Free onsite parking
• Incredible core company values

Job Role:

• Providing day-to-day leadership and ensuring smooth, efficient, high-quality customer service operations
• Leading, motivating, coaching, and developing a high-performing customer service team
• Managing performance, capability development, succession planning, and KPI/SLA achievement
• Overseeing end-to-end customer service operations, order processing, and issue resolution
• Managing escalations relating to logistics, stock, and customer complaints
• Reviewing processes, analysing data, and identifying opportunities for continuous improvement
• Liaising with Operations, Supply Chain, Sales, Technical, Purchasing teams, and external partners
• Supporting key accounts through proactive communication, reporting, and service alignment
• Representing Customer Service in management meetings and driving cross-functional improvements
• Monitoring supplier and carrier performance whilst supporting departmental growth and service excellence

Skills and experience:

• Previous experience in a similar role
• The ideal candidate will be a confident, approachable, and highly professional leader with a proven track record of managing high‐performing customer service teams.
• Strong capability in coaching, performance management, and team development.
• Skilled in managing escalations, analysing performance data, and driving KPI/SLA achievement.
• They will demonstrate exceptional communication skills, a proactive mindset, and the ability to remain calm and solution‐focused in challenging situations.
• Excellent communication, decision‐making, and stakeholder‐management skills.
• Highly organised, resilient, and proactive with a solutions‐focused mindset.
• Strong organisational skills and the ability to manage competing priorities, with a commitment to continuous improvement are essential.