Customer Hub Manager

Customer Hub Manager

We are working with a well‑established national company who is looking to appoint a Customer Hub Manager at their Peterlee site. In this role, you will lead a team, support day‑to‑day customer operations and ensure excellent service. The position is ideal for someone with leadership experience and a background in managing busy teams.

• Lead, motivate, and manage a team of 10–12 customer service and telesales staff.
• Oversee customer interactions across phone, email, and various communication channels.
• Set and monitor KPIs, conduct performance reviews, and support staff development.
• Coordinate order processing and dispatch schedules, ensuring accurate customer communication.
• Support revenue growth through effective telesales activity, including upselling and follow‑ups.
• Liaise with warehouse, transport, finance, and sales departments to maintain smooth operations.
• Maintain accurate records, reports, and documentation.
• Handle and resolve complex customer issues, escalating when necessary.
• Identify areas for improvement and implement best practice processes.

• Proven experience managing a customer service or telesales team of 10+ staff.
• Strong leadership, communication, and coaching skills.
• Excellent customer service capability with a problem‑solving approach.
• Ability to manage multiple priorities in a fast‑paced environment.
• Strong IT skills (Microsoft Office); CRM/order management experience beneficial.

• Competitive salary of £35,000 – £40,000 DOE.
• Pension and company benefits package.
• Opportunity to lead and develop a high‑performing team.
• Stable, long‑term role within a growing national operation.