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Customer Service Assistant Manager

Job Posted: 9 days ago

Salary: £ 30,000 - 35,000 / Annum
Job Type: Permanent
Location: Tamworth

Expire in: 19 days

Job Description

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

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