Job Description

Customer Services Manager - Midlands

Up to 55,000 + Benefits | Leadership | Customer Excellence | Process Improvement

Are you a straight-talking, people-focused leader who thrives in a fast-paced, customer-driven environment?

Do you take pride in running a motivated team and love turning good service into exceptional service?

If so, this could be the perfect opportunity for you.

The Opportunity

We're partnering with a respected manufacturer and distributor within the electrical and industrial supply sector.

They're a well-established organisation with around 60 employees, known for high standards, a no-nonsense culture, and a commitment to customer satisfaction.

As Customer Services Manager, you'll lead a team of eight across sales administration and internal sales, ensuring the department delivers a best-in-class experience for every customer.

You'll review and enhance processes and SOPs, introduce data-led KPIs, and create an environment where customer excellence, ownership, and accountability come naturally.

What You'll Be Doing

Leading and developing a team of 8 across customer service and internal sales

Reviewing and improving customer service processes and SOPs

Creating and tracking meaningful KPI frameworks to drive performance

Ensuring customers receive consistent, efficient, high-quality service

Working closely with sales, marketing, and operations to improve communication and results

Using data and insight to identify trends, successes, and areas for improvement

What We're Looking For

Proven leadership within customer service, internal sales, or sales administration

Background in electrical wholesale, distribution, or building products preferred

Data-driven mindset - confident creating and analysing reports to drive performance

Straight but fair management style - credible, hands-on, and accountable

Excellent communication, organisational, and problem-solving skills

Someone who values structure, clarity, and high standards

Why This Role

Real autonomy to shape how customer service operates

Visible, senior role with direct impact on business performance

Supportive leadership team that values results over politics

Clear development and growth potential as the company expands

Location:

Office-based in the West Midlands (commutable from Wednesbury, Dudley, Walsall, Wolverhampton, Birmingham)

Salary:

Up to 55,000 + benefits

Interview Process:

2 stages

To discuss the role:

Craig McDonald - 01925 937 311

craig.mcdonald@mercuryhampton.com