Customer Service Manager

Customer Service Manager | £35,000 plus benefits | Consett- fully onsite 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 Lead to take ownership of a growing customer service function within an ambitious and fast-moving energy services business. THIS IS A BRAND NEW ROLE.

This is a genuine build and shape opportunity. 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 for exceptional service  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, influential role with clear scope for progression.

What you’ll be doing Responsible for 1 customer service advisor Managing and resolving customer queries by phone and email. Handling more complex issues involving energy suppliers, billing and account queries. Improving customer service processes, workflows and escalation routes. Creating service reporting and tracking KPIs such as response times, resolution rates and repeat queries. Identifying recurring issues and supplier trends, then driving practical improvements.

Supporting the development of customer service technology, CRM processes and automation. Helping to 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: £35k basic, with quarterly bonus based on key SLAs for the customer service department

Location:

Consett, County Durham Working pattern:
Office-based, Friday, 8.30-4.30pm Progression:
Clear opportunity to develop including 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, I would love to hear from you.