Customer Service Manager

Wednesbury | £35,000 – £45,000 | On-site

We are recruiting for an experienced Customer Service Manager to join a well-established manufacturing business based in Wednesbury.

This is a key role within the business, responsible for leading the Customer Service function and ensuring customers receive an excellent level of service throughout the entire order journey.

We are particularly interested in candidates who have managed a Customer Service team within a manufacturing, engineering, packaging or similar product-led environment, where you have worked closely with Production, Planning, Supply Chain, Warehouse and Logistics teams.

This isn’t a traditional contact centre environment. You’ll need to understand the realities of servicing customers within a busy operational business — balancing customer expectations with production schedules, stock availability, lead times and delivery requirements.

The role will include:

• Leading, supporting and developing the Customer Service team
• Managing the customer journey from initial order through to delivery
• Overseeing order processing and ensuring orders are progressed accurately and efficiently
• Managing customer expectations around availability, lead times and delivery schedules
• Handling escalated customer queries, complaints and service issues
• Working closely with Production, Planning, Supply Chain, Warehouse and Logistics
• Monitoring service levels, team performance and relevant KPIs
• Conducting regular 1:1s and supporting the development and performance of the team
• Identifying opportunities to improve processes, communication and the overall customer experience
• Building strong relationships with key customers and internal stakeholders
• Providing reporting and insight to the senior management team

About you

You’ll be an experienced people manager with a strong background in Customer Service Management within manufacturing or a closely related product-led environment.

You’ll be comfortable operating in a fast-paced business where priorities can change and where resolving a customer issue often means working across several different departments to find a solution.

You’ll ideally have:

• Previous experience managing a Customer Service or Sales Support team
• Experience gained within manufacturing, engineering, packaging, industrial products or a comparable environment
• Strong knowledge of order processing and the order-to-delivery journey
• Experience working closely with production/operations, supply chain and logistics
• Strong people-management skills, including coaching, development and performance management
• Excellent communication and relationship-building skills
• Confidence dealing with customer escalations and challenging situations
• A proactive, solutions-focused approach
• Strong organisational skills and the ability to manage competing priorities
• Experience using CRM/ERP/order-management systems

This is a great opportunity for someone who enjoys being at the heart of a business — leading a team, building strong customer relationships and working collaboratively with operational departments to ensure customers receive the best possible service.