At a Glance
- Tasks: Lead and inspire a team to deliver top-notch customer service in our Home department.
- Company: Join Next, a leading FTSE-100 retail company with a vibrant culture.
- Benefits: Enjoy discounts, bonuses, free parking, and access to health and wellbeing services.
- Other info: Flexible working hours with opportunities for career growth and development.
- Why this job: Make a real impact on customer experience while developing your leadership skills.
- Qualifications: Experience in customer service leadership and a passion for motivating teams.
The predicted salary is between 30073 - 30073 £ per year.
Shift: Tuesday 3.30pm to 9pm, Wednesday to Friday 2pm to 9pm & Saturday 8am to 6pm (36 hours per week)
Salary: £30,073 per annum
Location: Radar Road, Leicester
The role: As a Customer Service Manager within our Home department, you’ll lead, motivate, and develop a team of passionate Advisors to deliver best-in-class service. Working collaboratively with the wider Operations team, you’ll drive performance, support continuous improvement, and create a positive culture where colleagues can thrive. You’ll lead by example, keep the customer at the heart of every decision, and make a real impact on both customer experience and team success.
What you’ll take on:
- Motivating & Coaching: Support your team daily, ensuring they achieve best-in-class standards through encouragement and expert guidance.
- Developing Talent: Set clear objectives, provide meaningful feedback, and run engaging 1-2-1s to help your team grow.
- Driving Performance: Manage attendance and performance challenges with a proactive approach, using HR procedures where needed.
- Customer Focused: Regularly review customer interactions, low-scoring surveys, and unresolved cases, taking swift action to improve outcomes.
- Drive Recruitment: Support the recruitment process to ensure the right talent is brought into the team.
- Lead by Example: Stay hands-on by assisting with customer calls when needed, staying in touch with the day-to-day operations.
- Ensure Performance: Provide support to the Duty Desk as required, ensuring SLA and Lost Calls remain within target.
- Collaborative Leadership: Work closely with peers and Senior Managers to ensure smooth handovers and clear priorities.
- Maintain Service Excellence: Partner with your Assistant Operations Manager to monitor staffing levels and service targets, ensuring they consistently meet expectations.
- HR Collaboration: Alongside HR, you’ll lead investigations and disciplinary hearings as needed, ensuring fair and consistent processes.
What you'll bring:
- Customer Service Leadership: Deliver best-in-class service by keeping customers at the heart of every decision.
- Motivating & Coaching: Inspire teams through leading by example, coaching, and providing daily support.
- Collaborative Leadership: Build positive teams with a can-do attitude focused on shared goals.
- Data-Driven Decisions: Use Power BI and data insights to make targeted decisions and improve performance.
- Embracing Change: Stay flexible, committed, and adaptable to changing priorities and business needs.
- Planning & Organisation: Effectively plan, organise, and prioritise workloads to meet changing demands.
- Performance Improvement: Use data and insights to identify opportunities and drive service improvements.
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.
All successful applicants will be subject to criminal & credit checks in line with our Reference Policy. In order to apply for this position you must not have had an unsuccessful application for a similar role in 6 months. 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.
We aim to support all candidates during the application process and are happy to provide workplace adjustments when necessary. Should you need support with your application due to a disability or long-term condition, feel free to get in touch with us by email (please include 'Workplace Adjustments' in the subject line), or call us on and leave a voicemail.
Customer Services Manager - Home Department in Leicester employer: Next plc
At our Enfield Retail Park location, we pride ourselves on being an excellent employer that values each team member's contribution. With a commitment to employee development from day one, we offer flexible working options and a supportive work culture that encourages growth and teamwork. Join us to be part of a dynamic environment where your passion for customer service can truly shine.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Manager - Home Department in Leicester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Next plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Next plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Manager - Home Department in Leicester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Next plc:Your cover letter is your chance to shine! Tell us why you want to work at Next plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Next plc!
How to prepare for a job interview at Next plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
