At a Glance
- Tasks: Lead a team to deliver exceptional customer service and manage complex supply chain operations.
- Company: Join Tata Steel, a leader in the industry committed to diversity and sustainability.
- Benefits: Enjoy a competitive salary, 35 days holiday, bonuses, and private healthcare.
- Other info: Great career growth opportunities and a supportive workplace culture.
- Why this job: Make a real impact by driving operational excellence in a dynamic environment.
- Qualifications: Proven experience in customer service or supply chain management with 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 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 Manager at our SteelPark location, you will benefit from a competitive salary, generous holiday allowance, and a robust training programme that supports your professional growth. Our commitment to employee well-being is reflected in our private healthcare scheme and lifestyle benefits, making Tata Steel an exceptional employer for those seeking a rewarding career in customer service and supply chain management.
