Salary: £30,073 per annum
Shift:4 on 4 off, 9.15am to 8pm weekdays and 8.15am to 7pm weekends (35.88 hours per week)
Contract: Permanent
Location: Doncaster, Yorkshire
The role:
As Customer Service Manager within our Home operations, you will lead and coach a team of Home Customer Service Advisors to deliver best-in-class service, setting clear standards and creating an environment where everyone can develop.
Working collaboratively with the wider Operations team, you’ll drive excellence, create a culture of success, and make a real impact for our customers.
What you’ll take on:
- Coaching and development:Lead and coach your team daily, running purposeful 1-to-1s, giving constructive feedback and supporting colleagues to achieve their potential.
- Service standards:Review customer interactions, survey insights and complex cases to take swift, practical action.
- Data-led decisions: Use operational data and tools such as Power BI to identify trends, improve daily performance and resolve service issues.
- Collaborative leadership: Partner with Assistant Operations Managers and international peers to coordinate shift handovers, manage resource levels and maintain service level targets.
- Hands-on operational support: Support the Duty Desk during peak periods and stay close to daily Advisor work to understand the customer experience firsthand.
- Fair and consistent processes: Manage attendance and performance proactively, partnering with HR to carry out honest, balanced workplace procedures.
- Talent attraction: Support recruitment to welcome talented new colleagues to the team.
What you’ll bring:
- Management experience: Proven experience leading and supporting teams in a customer service environment.
- Customer value focus: Strong commercial awareness to recognise and deliver quality service that puts customer value at the centre of decisions.
- Inspiring leadership: An approachable, respectful style that inspires and motivates teams by setting a positive example every day.
- Collaborative mindset: A positive, solution-focused attitude with a commitment to working towards shared team and operational goals.
- Technical expertise: Proven expertise in Power BI to make confident, data-driven decisions that resolve issues and drive operational improvements.
- Adaptable approach: Flexibility, commitment and ease with adapting to change in a fast-paced contact centre operation.
- Organisation and planning: Strong planning, organisation and prioritisation skills to balance competing workloads dynamically.
- Data interpretation: Proficient ability to interpret insights, recognise patterns and apply findings to improve team performance.
What’s NEXT:
Press the apply button now to start your application. Once you have applied for the job, we will initially consider your skills and experience based on your CV and application. If you match our criteria we will be in touch regarding the next steps.
In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. This role is not one we would typically consider for sponsorship under the Skilled Worker route due to, for example, the relevant Home Office requirements on skills level, not being met. Candidates are therefore encouraged to consider their own right to work options without Next sponsorship.
Customer Services Manager - Home Department in Doncaster employer: Next Careers
At NEXT, we pride ourselves on being an exceptional employer, offering a dynamic work environment at our DVP Warehouse in Rotherham. With a strong focus on employee development, we provide comprehensive training and ongoing support to ensure you thrive as an Operations Leader. Our culture promotes teamwork, safety, and performance excellence, making it a rewarding place to build your career while enjoying competitive pay and shift premiums.
