Customer Services Manager

TL;DR

Customer Services Manager (Customer Support): Leading a small customer service team to ensure exceptional service delivery in a high-volume environment with an accent on operational priorities and stakeholder relationships. Focus on streamlining the customer journey, analyzing NPS data, and improving service processes.

Location: Hybrid in Newcastle, UK (remote working available after probation period)

Company

A renowned organization based in the North East of England.

What you will do

• Lead, coach, and manage a team of two Customer Services Advisors, providing day-to-day support and direction.
• Act as the primary escalation point for challenging situations and complex customer enquiries.
• Oversee customer service operations in a high-traffic environment to maintain consistent service standards.
• Analyze post-event reports and NPS data to identify and implement continuous process improvements.
• Collaborate with Marketing and Events Managers to ensure the smooth delivery of business initiatives.
• Serve as the main point of contact for businesses participating in events and programmes.

Requirements

• Previous experience managing or supervising a customer service team.
• Strong relationship management and professional communication skills.
• Proven ability to work with data, reports, and customer feedback metrics (NPS).
• Resilience and the ability to remain calm and effective under pressure.
• A solutions-focused attitude and a hands-on leadership style.
• Must be based in or able to work from Newcastle (hybrid).

Culture & Benefits

• Supportive and collaborative team environment with an "all hands on deck" culture.
• Hybrid working arrangement available after the successful completion of the probation period.
• Opportunity to make a tangible impact by shaping customer experiences and internal processes.
• Dynamic workplace where no two days are the same.