Our client, a leading and expanding manufacturing organisation, established for over 30 years in Tamworth, is seeking Customer Service Assistant Manager to join their well-established team. This role plays a key part in supporting the Customer Service Operations Manager in leading the department and ensuring the delivery of an exceptional customer experience.

Salary is between £30,000 to £35,000 depending on experience. Please note this is an office-based position.

Benefits include 31 days holiday including Bank Holidays, Paycare - A Healthcare Cash Plan (Discounts available and access to a 24-hour Doctor), Life Assurance x 2 and up to 5 days extra unpaid holiday available at a salary sacrifice.

Your Key Responsibilities include:

Team Leadership & Development
*Lead, coach, and support Customer Service Team Leaders and Advisors
*Conduct regular one-to-ones, performance reviews, and appraisals
*Drive a high-performance culture through strong leadership and engagement
*Oversee recruitment, onboarding, and training of new team members
*Manage performance and address escalated HR matters in line with company policies
Operational Management
*Support the smooth day-to-day running of the Customer Service function
*Ensure timely and accurate handling of orders, enquiries, and communications
*Monitor and drive performance against KPIs and SLAs
*Manage escalated customer issues, including complaints, delivery failures, and service delays
*Analyse performance data, customer trends, and operational metrics to inform decision-making
*Contribute to process improvements and service enhancement
Cross-Functional Collaboration
*Work closely with internal teams including Operations, Supply Chain, Purchasing
*Coordinate stock availability, delivery schedules, and bespoke customer requirements
*Liaise with external stakeholders and internal departments to ensure seamless service delivery
Stakeholder Engagement & Continuous Improvement
*Attend management and supplier meetings, feeding back key insights and actions
*Cascade key updates and operational changes to the Customer Service team
*Support the development and implementation of new processes and improvements
*Monitor service performance and contribute to ongoing service optimisation
As the Customer Service Assistant Manager, you will have:
*Proven experience in a Customer Service supervisory or Assistant Manager role
*Strong leadership and team development skills
*Experience managing performance, KPIs, and SLAs
*Confident handling escalated customer issues and complex queries
*Excellent communication and stakeholder management skills
*Strong organisational skills with the ability to manage multiple priorities
*Analytical mindset with the ability to interpret and act on performance data
*Proactive, solution-focused approach with a strong customer service ethos
*Experience in a fast-paced, cross-functional business environment