Customer Service Manager in Consett
Posted by Optimise Talent Ltd
£35,000 a year
Consett · Permanent
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.
- 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.
- 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.
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