Customer Service Manager

Location: Oldbury

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