Customer Service Manager

Job description

Customer Service Manager
Salary: £35,000 basic plus benefits
Location: Consett, County Durham
Working pattern: Fully onsite, Friday, 8.30am - 4.30pm
Contract: Full-time

Are you a customer service leader who enjoys improving processes, solving problems and building high-performing teams? We are looking for a proactive, commercially minded Customer Service Manager to take ownership of a growing customer service function within an ambitious and fast-moving energy services business. This is a brand-new role and a genuine opportunity to build and shape the function. You will not be stepping into a finished department with rigid processes already in place. Instead, you will work hands-on with customers from day one while helping to create the systems, standards, reporting and team structure needed to deliver exceptional service at scale. The business already has a strong customer reputation and an expanding customer base. As growth continues, customer service is becoming a critical operational priority, making this a visible and influential role with clear scope for progression. What you’ll be doing

• Manage one Customer Service Advisor.
• Manage and resolve customer queries by phone and email.
• Handle more complex issues involving energy suppliers, billing and account queries.
• Improve customer service processes, workflows and escalation routes.
• Create service reporting and track KPIs such as response times, resolution rates and repeat queries.
• Identify recurring issues and supplier trends, then drive practical improvements.
• Support the development of customer service technology, CRM processes and automation.
• Help build a scalable, high-performing customer service team as the business grows.

What we’re looking for You will have customer service leadership experience and be confident working in a business where you can make a real difference. You may currently be a Customer Service Team Leader, Senior Customer Service Advisor, Customer Experience Lead or similar, ready for a broader opportunity. You’ll be someone who:

• Enjoys getting involved in customer issues while improving the bigger picture.
• Has experience improving service processes and performance.
• Can use data and reporting to identify priorities and measure success.
• Is confident managing difficult or complex customer queries.
• Brings energy, ideas and a continuous-improvement mindset.
• Thrives in an entrepreneurial, non-corporate environment.
• Wants to build a function and progress with a growing business.

Package and details

• Salary: £35,000 basic, with a quarterly bonus based on key SLAs for the customer service department.
• Location: Consett, County Durham.
• Working pattern: Fully office-based, Friday, 8.30am - 4.30pm.
• Progression: Clear opportunity to develop, including progression to Head of Customer Experience.
• Interview process: In-person interview, including a short presentation exercise.

If you are looking for a role where you can combine hands-on customer service leadership with the opportunity to build and improve a function from the ground up, we would love to hear from you.

Reference 225693925

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