At a Glance
- Tasks: Lead a team to deliver exceptional customer service and drive operational excellence.
- Company: Join Tata Steel, a top global steel producer committed to sustainability.
- Benefits: Enjoy a competitive salary, 35 days holiday, and private healthcare.
- Other info: Be part of a diverse workforce with excellent career growth opportunities.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: Experience in customer service or supply chain management is essential.
The predicted salary is between 40000 - 40000 £ per year.
Department: Supply Chain & Commercial Services
Location: Steelpark, Wolverhampton WV11 3SQ
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 discussions on customer 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:
- 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
Ready to make a difference? For a full job description or if you’d like an informal discussion, please contact: sue.robinson@tatasteeleurope.com
Please note: You may use AI tools to help prepare your application. However, all information must be accurate and based on your own experience. We value genuine, honest responses that reflect who you are.
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 such as Vodafone, Jaguar Land Rover, and various local services.
Why us?
Tata Steel is one of the world’s top 10 steel producers. The combined group has an annual aggregate crude steel capacity of more than 33 million tonnes with approximately 80,000 employees across four continents. We’re part of the Tata Group, one of the largest, most diverse conglomerates in the world with businesses in the UK including Tata Steel, Jaguar Land Rover and Tetley Tea. Sustainability is at the very heart of what we do and we are dedicated to managing our operations responsibly and to continuously improving our performance. Innovating for tomorrow, making a positive impact today.
Customer Services Manager employer: Tata Steel
At Tata Steel, we pride ourselves on being an exceptional employer, offering a vibrant work culture that values diversity and fosters employee growth. As a Customer Services Manager in Wolverhampton, you'll enjoy a competitive salary, extensive benefits including 35 days of holiday, and access to industry-leading training, all while contributing to our mission of sustainability and operational excellence in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like 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 tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your answers. Focus on showcasing your leadership skills and experience in customer service or supply chain management.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team at Tata Steel and ready to make a difference.
We think you need these skills to ace Customer Services Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Services Manager role. Highlight your experience in customer service and supply chain management, and show how your skills align with Tata Steel's values and objectives.
Showcase Your Leadership Skills:As a people leader, it’s crucial to demonstrate your ability to manage and develop teams. Share specific examples of how you've coached high-performing teams and driven operational excellence in previous roles.
Be Honest and Authentic:While it’s tempting to use AI tools for your application, remember that we value genuine responses. Make sure your application reflects your true experiences and personality, as this will help us get to know the real you.
Apply Through Our Website:For the best chance of success, apply directly through our website. This ensures your application reaches the right people and allows us to process it efficiently. Plus, it shows you're serious about joining our team!
How to prepare for a job interview at Tata Steel
✨Know Your Stuff
Before the interview, dive deep into Tata Steel's operations and values. Understand their supply chain processes and how customer service fits into the bigger picture. This knowledge will help you demonstrate your genuine interest and show that you're ready to contribute to their mission.
✨Showcase Your Leadership Skills
As a Customer Services Manager, you'll need to lead a team effectively. Prepare examples of how you've successfully managed teams in the past, focusing on coaching and developing high-performing individuals. Highlight any specific achievements related to improving service levels or resolving complex customer issues.
✨Prepare for Scenario Questions
Expect questions about handling difficult customer situations or managing service level agreements. Think of real-life scenarios where you’ve had to resolve complaints or improve processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Emphasise Continuous Improvement
Tata Steel values innovation and efficiency. Be ready to discuss how you've driven continuous improvement initiatives in previous roles. Share specific examples of how you've implemented digital tools or automation to enhance customer service and operational performance.
