Job Description

Job Title: Customer Services Manager

Department: Supply Chain & Commercial Services

Location: SteelPark

Salary: circa £40,000pa plus benefits

We believe that our strength is not just in our steel but the diversity of our workforce. Our people make the difference.

Are you an experienced customer service or supply chain leader ready to drive operational excellence in a complex, high-volume environment?

At Tata Steel, we’re transforming for a sustainable future – and our Customer Services team plays a critical role in delivering exceptional service, efficiency, and value across the end-to-end supply chain.

The Role

As the Customer Services Manager, you’ll lead and develop a team of Customer Service Representatives (CSRs), acting as the key operational link between Tata Steel UK & Ireland and its customers.

You’ll play a central role in ensuring service excellence, managing customer relationships, and aligning supply chain operations with business and commercial objectives. This role requires strong leadership, cross-functional collaboration, and a focus on continuous improvement to deliver against service, cost, and efficiency targets.

What you’ll do

• Lead and manage a team of CSRs, acting as the focal point for day-to-day operational interactions with customers

• Act as the Customer Services lead within the customer “triangle,” working closely with Account Managers

• Manage customer engagement processes, ensuring adherence to Rules of Engagement and Service Level Agreements (SLAs)

• Ensure changes to service agreements are effectively communicated and implemented

• Oversee enquiry and order management processes, ensuring timely and accurate responses

• Act as escalation point for complex customer issues and service challenges

• Manage and resolve customer complaints, ensuring root cause analysis and corrective actions are implemented

• Drive performance against departmental KPIs, including service, cost, delivery, complaints, and inventory measures

• Collaborate with Planning teams to align customer demand with capacity and delivery plans

• Influence and contribute to discussions on customer KPIs and performance outcomes

• Lead continuous improvement initiatives, including digital and automation developments

• Champion Health & Safety within the team to ensure a safe and compliant working environment

• Build strong relationships across internal functions and external stakeholders

What you’ll need

We’re looking for a strong people leader with proven experience in customer services or supply chain operations within a complex, high-volume environment.

• Demonstrable experience in customer service or supply chain management

• Strong understanding of planning, scheduling, logistics, transport, and inventory management

• Experience managing B2B industrial customers and complex service requirements

• Proven leadership capability, including coaching and developing high-performing teams

• Strong communication, influencing, and stakeholder management skills

• Experience in data analysis, forecasting, and performance reporting

• Familiarity with S&OP processes, ERP systems, and digital supply chain tools

• Understanding of master data governance and reporting frameworks

• Ability to prioritise resources and balance service, cost, and operational constraints

• A proactive, solutions-focused approach with strong problem-solving skills

For a full job description or if you’d like an informal discussion, please contact: sue.robinson@tatasteeleurope.com

What we can offer you

Tata Steel UK offers their employees significant benefits packages. For this role, you will benefit from:

• A market competitive salary

• 35 days holidays per annum

• Annual Pay Review

• Bonus Scheme – subject to business performance

• Ongoing Tata Steel training, recognised as some of the best in the industry

• Private Healthcare Scheme (individual cover)

• One of the UK’s leading defined contribution pension schemes (10% employer / 6% employee)

We also offer a wide range of lifestyle benefits including free onsite parking, an employee assistance programme, and discounts with major brands such as Vodafone, Jaguar Land Rover, and various local services.