Customer Service Manager

Shift: Sunday-Wednesday 10:00-18:00, Thursday 10:00-17:45 (4-day working week may be considered upon discussion, but Sunday and Thursday shifts are mandatory for all arrangements) 36 hours per week

Salary: £29,197 per annum

Location: Radar Road, Leicester

As a Customer Service Manager within our International department, you'll lead, motivate, and inspire a team of passionate Advisors to deliver best-in-class service. Working collaboratively with the wider Operations team, you'll drive excellence, create a culture of success, and make a real impact on our customers worldwide.

You will also have the exciting opportunity to collaborate with our international teams across Pune, Poland and Manchester, working together to drive innovation, success, and global impact.

With a growing customer base of over 1.5 million internationally, there's never been a better time to become part of the International team.

What you'll be doing:

• Motivating & Coaching: Support your team daily, ensuring they achieve best-in-class standards through encouragement and expert guidance.
• Developing Talent: Set clear objectives, provide meaningful feedback, and run engaging 1-2-1s to help your team grow.
• Driving Performance: Manage attendance and performance challenges with a proactive approach, using HR procedures where needed.
• Customer Focused: Regularly review customer interactions, low-scoring surveys, and unresolved cases, taking swift action to improve outcomes.
• Drive Recruitment: Support the recruitment process to ensure the right talent is brought into the team.
• Lead by Example: Stay hands-on by assisting with customer calls when needed, staying in touch with the day-to-day operations.
• Ensure Performance: Provide support to the Duty Desk as required, ensuring SLA and Lost Calls remain within target.
• Collaborative Leadership: Work closely with peers and Senior Managers to ensure smooth handovers and clear priorities.
• Maintain Service Excellence: Partner with your Assistant Operations Manager to monitor staffing levels and service targets, ensuring they consistently meet expectations.
• HR Collaboration: Alongside HR, you'll lead investigations and disciplinary hearings as needed, ensuring fair and consistent processes.

What we are looking for:

We are looking for someone who is as passionate about people management and customer service as we are.

• Experience in working within a contact centre environment is preferred.
• Proven experience in leading, developing, and motivating teams to achieve high performance and operational goals.
• Strong ability to recognise and deliver best-in-class service with the customer at the centre of decisions.
• Positive, can-do mindset with a focus on collaborative goals.
• Naturally flexible, committed, and comfortable with embracing change.
• Strong planning, organising, and prioritising skills to manage workloads dynamically.
• Proficient in data interpretation and using insights to drive improvements.

What's Next:

Press the apply button now to start your application. Once you have applied for the job, we will initially consider your skills and experience based on your application.

In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. This role is not one we would typically consider for sponsorship under the Skilled Worker route due to, for example, the relevant Home Office requirements on skills level, not being met. Candidates are therefore encouraged to consider their own right to work options without Next sponsorship.

All successful applicants will be subject to criminal & credit checks in line with our Reference Policy. In order to apply for this position you must not have had an unsuccessful application for a similar role within the last 6 months.

Job Types: Full-time, Permanent

Pay: £29,197.00 per year

Benefits:

• Company pension
• Employee discount
• Store discount

Application question(s):

• Could you please indicate your shift preference based on the advertised options

Work Location: In person