Customer Service Manager

Oakley Recruitment is working in partnership with an expanding organisation based in Tamworth. This is an excellent opportunity to join the team as a Customer Service Manager on a full-time permanent basis.

Culture and Environment

Our client is a well-established and growing organisation that places customer experience at the heart of everything they do. Operating within a fast-paced and collaborative environment, they encourage accountability, continuous improvement, and teamwork across all departments.

You will be joining a supportive business where ideas are valued, success is recognised, and people are empowered to make a genuine impact. Working closely with senior leadership and cross-functional teams, this is an environment where high standards, development, and operational excellence go hand in hand.

Personality

You will be a confident, approachable, and proactive leader who thrives in a fast-paced customer-focused environment. With proven experience managing and developing high-performing teams, you will be passionate about delivering exceptional service and driving continuous improvement.

You will be highly organised, resilient, and solutions-focused, with the ability to remain calm under pressure and confidently manage multiple priorities. Strong communication skills, commercial awareness, and a collaborative approach are essential to succeed in this role.

Package and benefits

• Monday to Friday 9-5

Pension            

• 3% employer contribution, 4% employee contribution, 1% tax relief, pensions advisor to visit the site twice a year

Healthcare        

• All employees are entitled to the Health Assured Employee Assistance Programme from day one, providing a free 24hr confidential helpline on various issues.
• On completion of the 6-month probationary period, healthcare cash plan is available

Holiday Entitlement

• 23 days holiday plus 8 statutory bank holidays. After 3 years’ service this increases to 24 days plus BH and at 6 years’ service it increases again to a maximum of 25 days plus BH.
• After completing 6-month probationary period, all employees are entitled to up to 5 days unpaid annual leave in addition to their paid allowance. This is pro-rata in the first part year, following probation.

Life Assurance

• 2x annual salary

Free onsite parking

Incredible core company values

Job Role:

• Providing day-to-day leadership and ensuring smooth, efficient, high-quality customer service operations
• Leading, motivating, coaching, and developing a high-performing customer service team
• Managing performance, capability development, succession planning, and KPI/SLA achievement
• Overseeing end-to-end customer service operations, order processing, and issue resolution
• Managing escalations relating to logistics, stock, and customer complaints
• Reviewing processes, analysing data, and identifying opportunities for continuous improvement
• Liaising with Operations, Supply Chain, Sales, Technical, Purchasing teams, and external partners
• Supporting key accounts through proactive communication, reporting, and service alignment
• Representing Customer Service in management meetings and driving cross-functional improvements
• Monitoring supplier and carrier performance whilst supporting departmental growth and service excellence

Skills and experience:

• Previous experience in a similar role
• The ideal candidate will be a confident, approachable, and highly professional leader with a proven track record of managing high‑performing customer service teams.
• Strong capability in coaching, performance management, and team development.
• Skilled in managing escalations, analysing performance data, and driving KPI/SLA achievement.
• They will demonstrate exceptional communication skills, a proactive mindset, and the ability to remain calm and solution‑focused in challenging situations.
• Excellent communication, decision‑making, and stakeholder‑management skills.
• Highly organised, resilient, and proactive with a solutions‑focused mindset.
• Strong organisational skills and the ability to manage competing priorities, with a commitment to continuous improvement are essential

Please Note: We do not contact or write to unsuccessful candidates. If we have not contacted you within 48 hours of your application, you should presume that your application was unsuccessful. By applying for this vacancy, you are permitting for Oakley Recruitment to contact you and retain your details. In compliance with the regulations (April 2004) in place under the Employment Agencies Act, Oakley Recruitment will require proof of identification. A copy of your passport, birth certificate and NI number will be required, as part of your interview process.