Customer Services Manager – MidlandsUp to £55,000 + Benefits | Leadership | Customer Excellence | Process ImprovementAre 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 OpportunityWe’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 DoingLeading and developing a team of 8 across customer service and internal salesReviewing and improving customer service processes and SOPsCreating and tracking meaningful KPI frameworks to drive performanceEnsuring customers receive consistent, efficient, high-quality serviceWorking closely with sales, marketing, and operations to improve communication and resultsUsing data and insight to identify trends, successes, and areas for improvementWhat We’re Looking ForProven leadership within customer service, internal sales, or sales administrationBackground in electrical wholesale, distribution, or building products preferredData-driven mindset – confident creating and analysing reports to drive performanceStraight but fair management style – credible, hands-on, and accountableExcellent communication, organisational, and problem-solving skillsSomeone who values structure, clarity, and high standardsWhy This RoleReal autonomy to shape how customer service operatesVisible, senior role with direct impact on business performanceSupportive leadership team that values results over politicsClear development and growth potential as the company expandsLocation: Office-based in the West Midlands (commutable from Wednesbury, Dudley, Walsall, Wolverhampton, Birmingham)Salary: Up to £55,000 + benefitsInterview Process: 2 stagesTo discuss the role:Craig McDonald – 01925 937 311craig.mcdonald@mercuryhampton.com