Involve Recruitment (Midlands) Ltd are working with a large global manufacturing company based in West Bromwich for a Customer Service Team Leader on a permanent basis. This role will be responsible for overseeing the day-to-day operations of the customer service team, handling escalated customer issues, and ensuring a smooth customer experience - we are looking for someone who lives an breathes customer service with a passion to mentor Salary - £30,000 to £35,000 37 hours a week Monday to Thursday, 8:30AM TO 4:30pm and Friday 8:30am to 4pm Excellent benefits such as training and development, 25 days holiday, discount gym membership, health care plans, pension plans and much more Daily duties include: ·Lead and support the customer service team in managing daily inquiries, complaints, and service requests. Act as the first point of contact for escalated customer issues and ensure prompt resolution Develop and implement processes to improve customer service efficiency and satisfaction. Monitor customer interactions, ensuring high-quality service and compliance with company standard Work closely with production, logistics, and sales teams to address customer concerns effectively. Train and mentor customer service representatives to enhance their problem-solving and communication skills Analyze customer feedback, identify trends, and provide recommendations for service improvements. Maintain accurate records of customer interactions and resolutions for reporting and analysis. Assist in setting team goals and performance metrics, ensuring continuous improvement. If you have Proven experience in a senior customer service role / Team Leader role, preferably in a manufacturing or industrial environment please do not delay in applying