Customer Service Manager

Mercury Hampton Ltd; Wolverhampton; On-site; GBP 46,000 - 55,000; Full time

Job summary

A leading manufacturing company is seeking a Customer Services Manager to lead a dedicated team in delivering exceptional customer experiences. You will enhance processes, implement data-driven KPIs, and improve team performance. Ideal candidates should have proven leadership skills and a background in electrical wholesale. The role is office-based in the West Midlands, offering a salary of up to £55,000 plus benefits.

Benefits

Additional benefits

Career development opportunities

Qualifications

• Proven leadership within customer service or internal sales.
• Background in electrical wholesale or distribution preferred.
• Confident in creating and analyzing reports.

Responsibilities

• Leading and developing a team of 8 across customer service.
• Reviewing and improving processes and SOPs.
• Creating and tracking meaningful KPI frameworks.

Skills

Leadership in customer service

Data analysis

Excellent communication

Problem-solving skills

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

[e-mail]