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 JBRP1_UKTJ