Customer Service Manager

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.