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