At a Glance
- Tasks: Lead a team to deliver exceptional customer service and manage supply chain operations.
- Company: Join Tata Steel, a leader in the industry with a diverse workforce.
- Benefits: Competitive salary, 35 days holiday, bonus scheme, and private healthcare.
- Other info: Enjoy excellent career growth opportunities and lifestyle benefits.
- Why this job: Make a real impact in a dynamic environment focused on sustainability and operational excellence.
- Qualifications: Proven experience in customer service or supply chain management and strong leadership skills.
The predicted salary is between 40000 - 40000 £ per year.
Department: Supply Chain & Commercial Services
Location: SteelPark
Salary: circa £40,000pa plus benefits
We believe that our strength is not just in our steel but the diversity of our workforce. Our people make the difference.
Are you an experienced customer service or supply chain leader ready to drive operational excellence in a complex, high-volume environment? At Tata Steel, we’re transforming for a sustainable future – and our Customer Services team plays a critical role in delivering exceptional service, efficiency, and value across the end-to-end supply chain.
The Role
As the Customer Services Manager, you’ll lead and develop a team of Customer Service Representatives (CSRs), acting as the key operational link between Tata Steel UK & Ireland and its customers. You’ll play a central role in ensuring service excellence, managing customer relationships, and aligning supply chain operations with business and commercial objectives. This role requires strong leadership, cross‑functional collaboration, and a focus on continuous improvement to deliver against service, cost, and efficiency targets.
What you’ll do
- Lead and manage a team of CSRs, acting as the focal point for day‑to‑day operational interactions with customers
- Act as the Customer Services lead within the customer “triangle,” working closely with Account Managers
- Manage customer engagement processes, ensuring adherence to Rules of Engagement and Service Level Agreements (SLAs)
- Ensure changes to service agreements are effectively communicated and implemented
- Oversee enquiry and order management processes, ensuring timely and accurate responses
- Act as escalation point for complex customer issues and service challenges
- Manage and resolve customer complaints, ensuring root‑cause analysis and corrective actions are implemented
- Drive performance against departmental KPIs, including service, cost, delivery, complaints, and inventory measures
- Collaborate with Planning teams to align customer demand with capacity and delivery plans
- Influence and contribute to KPIs and performance outcomes
- Lead continuous improvement initiatives, including digital and automation developments
- Champion Health & Safety within the team to ensure a safe and compliant working environment
- Build strong relationships across internal functions and external stakeholders
What you’ll need
- We’re looking for a strong people leader with proven experience in customer services or supply chain operations within a complex, high‑volume environment.
- Demonstrable experience in customer service or supply chain management
- Strong understanding of planning, scheduling, logistics, transport, and inventory management
- Experience managing B2B industrial customers and complex service requirements
- Proven leadership capability, including coaching and developing high‑performing teams
- Strong communication, influencing, and stakeholder management skills
- Experience in data analysis, forecasting, and performance reporting
- Familiarity with S&OP processes, ERP systems, and digital supply chain tools
- Understanding of master data governance and reporting frameworks
- Ability to prioritise resources and balance service, cost, and operational constraints
- A proactive, solutions‑focused approach with strong problem‑solving skills
For a full job description or if you’d like an informal discussion, contact sue.robinson@tatasteeleurope.com
What we can offer you
- A market competitive salary
- 35 days holidays per annum
- Annual Pay Review
- Bonus Scheme – subject to business performance
- Ongoing Tata Steel training, recognised as some of the best in the industry
- Private Healthcare Scheme (individual cover)
- One of the UK’s leading defined contribution pension schemes (10% employer / 6% employee)
- We also offer a wide range of lifestyle benefits including free onsite parking, an employee assistance programme, and discounts with major brands.
Customer Services CVC Manager employer: Tata Steel UK
At Tata Steel, we pride ourselves on fostering a diverse and inclusive work environment where our employees are empowered to excel. As a Customer Services CVC Manager, you will benefit from a competitive salary, extensive training opportunities, and a supportive culture that prioritises continuous improvement and employee well-being. Located at SteelPark, you'll enjoy a range of lifestyle benefits, including private healthcare and generous holiday allowances, making Tata Steel an exceptional employer for those seeking meaningful and rewarding careers in the supply chain sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services CVC Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you stand out as someone who truly gets what they're about.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your achievements effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Customer Services CVC Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Services Manager role. Highlight your experience in customer service and supply chain management, focusing on leadership and operational excellence. We want to see how your skills align with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re the perfect fit for the role. Share specific examples of how you've driven performance and managed teams in high-volume environments. Let your personality come through!
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use metrics and data to demonstrate how you’ve improved service levels or reduced costs in previous roles. We love seeing numbers that back up your success!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. We can’t wait to hear from you!
How to prepare for a job interview at Tata Steel UK
✨Know Your Stuff
Before the interview, make sure you thoroughly understand Tata Steel's operations and the role of a Customer Services Manager. Familiarise yourself with supply chain processes, customer engagement strategies, and the specific KPIs mentioned in the job description. This will help you speak confidently about how your experience aligns with their needs.
✨Showcase Your Leadership Skills
As a potential leader, be ready to discuss your experience in managing teams and driving performance. Prepare examples of how you've developed high-performing teams or resolved complex customer issues. Highlight your coaching style and how you foster collaboration within your team.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities and how you handle customer complaints. Think of specific scenarios from your past experiences where you successfully managed challenges or improved service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask. Inquire about the team's current challenges, how success is measured in the role, or what continuous improvement initiatives are underway. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.
