Customer Service Manager

Job description

Job Summary

We are seeking an experienced and motivated Customer Service Manager to lead our Internal Sales team and ensure an excellent customer experience. The successful candidate will be responsible for managing daily operations, improving customer satisfaction, developing team performance, and implementing effective sales strategies. As a manufacturer of Power Transmission products (Rubber and Pu timing belts, Sprockets, Pulleys Chain ETC) a level of engineering experience is needed within the role to support the internal sales team.

Key Responsibilities

• Manage and oversee the daily operations of the internal sales department
• Lead, coach, and develop internal sales staff
• Handle escalated customer complaints and resolve issues professionally
• Monitor team performance and customer satisfaction levels
• Develop and implement customer service policies and procedures
• Ensure service standards and response times are consistently achieved
• Analyse customer feedback and identify areas for improvement
• Produce reports on KPIs, customer trends, and team performance
• Collaborate with other departments to improve the customer journey
• Recruit, train, and onboard new team members
• Manage staff rotas, workloads, and performance reviews
• Maintain strong product and company knowledge across the team

Skills & Experience

• Proven experience in a customer service management role
• Experience of working with engineers and Purchasing departments
• Engineering background either sales or workshop biased
• Strong leadership and people management skills
• Excellent communication and interpersonal abilities
• Problem-solving and conflict resolution skills
• Ability to work under pressure and manage multiple priorities
• Good organisational and administrative skills
• Experience using CRM systems including Sales Force and Microsoft Office
• Strong understanding of customer service principles and best practices

Qualifications

• GCSEs or equivalent including English and Maths
• Engineering Qualifications I.e. BTEC
• A degree or professional qualification in Engineering, Management, or Customer Service is desirable but not essential

Key Attributes

• Professional and approachable manner
• Engineering Background either in Sales or Hands on
• Customer-focused mindset
• Positive and proactive attitude
• Strong attention to detail
• Ability to motivate and inspire a team

Salary & Benefits

• Competitive salary
• Company pension
• Training and development opportunities
• Employee discounts/benefits package
• Bonus scheme (if applicable)

Reporting To

UK Sales Manager

Working Hours

Full-time, Monday to Friday (additional hours may be required depending on business needs)

Extra information

Status

Open

Education Level

Secondary School

Location

West Bromwich

Type of Contract

Full-time jobs

Published at

11-07-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English