SALES AND CUSTOMER RELATIONS ASSISTANT MANAGER

Customer Service Assistant Manager/Team Leader - Birmingham Based - full time

Job Specification: Service, Sales & Customer Relations Assistant Manager
OverviewA hands-on Assistant Manager role supporting the daily operation of a high-volume sales and customer service contact centre. Responsible for team leadership, performance management, customer escalations and operational efficiency, while supporting and deputising for the Sales & Customer Services Manager.Business sector experience is highly desirable.
Key ResponsibilitiesCustomer & Service Delivery

• Act as the escalation point for complex customer complaints, resolving issues quickly and professionally.
• Build and maintain strong customer relationships, including management of key accounts.
• Review customer performance, spend and service levels, identifying opportunities for account growth.
• Ensure customer data, orders and delivery documentation remain accurate.
• Liaise with couriers and external partners to resolve service issues and reduce errors.

Team Leadership

• Lead and support supervisors, team leaders and advisors; manage internal issues fairly and calmly.
• Support recruitment, onboarding and ongoing development of sales and customer service staff.
• Monitor performance, call quality and sales errors, implementing corrective actions and training.
• Manage rotas, holiday approvals, attendance and return-to-work processes.
• Promote cross-training to maintain operational resilience.
• Handle HR matters including performance management and disciplinaries.

Operations & Reporting

• Maintain accurate sales and operational records.
• Identify opportunities to improve productivity, service quality and efficiency.
• Ensure health and safety standards are met within the department.
• Produce monthly sales and performance reports.
• Work with Accounts on credit limits for larger customers.
• Provide regular performance feedback to senior management.
• Cover the Sales & Customer Services Manager during absence.

Skills & Experience Required

• Proven experience in sales, customer service or call centre management.
• Strong leadership and people-management skills.
• Confident decision-maker with the ability to manage conflict effectively.
• Highly organised, with the ability to prioritise in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Experience in coaching, motivating and managing team performance.

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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