At a Glance
- Tasks: Lead and inspire a team to deliver top-notch customer service.
- Company: Join a leading FTSE-100 retail company with a vibrant culture.
- Benefits: Enjoy discounts, bonuses, and access to health and wellbeing services.
- Other info: Flexible working hours and opportunities for career growth.
- Why this job: Make a real impact while developing your leadership skills in a dynamic environment.
- Qualifications: Experience in customer service management and a passion for people.
The predicted salary is between 29197 - 29197 € per year.
Shift: Sunday 8am to 4pm, Monday, Tuesday, Wednesday 10am to 6pm & Thursday 10am to 5.45pm (36 hours per week)
Salary: £29,197 per annum
Location: Radar Road, Leicester
The role
As a Customer Service Manager within our Home department, you’ll lead, motivate, and inspire a team of passionate Advisors to deliver best‑in‑class service. Working collaboratively with the wider Operations team, you’ll drive excellence, create a culture of success, and make a real impact on our customers.
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
- Experience in a similar Customer Service Management role, ideally within a contact centre environment
- Strong ability to recognise and deliver best‑in‑class service with the customer at the centre of decisions
- Inspire and motivate teams through leading by example
- Positive, can‑do mindset with a focus on collaborative goals
- Expertise in Power BI for data‑driven, targeted decision‑making
- Naturally flexible, committed, and comfortable with embracing change
- Strong planning, organising, and prioritising skills to manage workloads dynamically
- Proficient in data interpretation and using insights to drive 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.
Next is proud to be a Disability Confident Employer (Level 2). We’re committed to building an inclusive, inspiring workplace where everyone feels respected, valued, and a true sense of belonging. Our aim is to support every individual to reach their full potential, whoever they are. If you have any questions about our commitment to diversity and inclusion, please feel free to contact our friendly recruitment team.
About Us
You know Next, but did you know we’re a FTSE‑100 retail company employing over 35,000 people across the UK and Ireland. We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 500 stores, plus the Next Online and it’s now possible to buy on‑line from over 70 countries around the world! So we’ve gone global!
About The Team
- 25% off most NEXT, MADE*, Lipsy*, Gap* and Victoria's Secret* products (*when purchased through NEXT)
- Quarterly bonuses
- Free parking on Next authorised sites
- Early VIP access to sale stock
- Access to fantastic discounts at our Staff Shops
- 10% off most partner brands & up to 15% off Branded Beauty
- Restaurants with great food at amazing prices
- Hot deals and exclusive offers from over 3,500 retailers through our online benefits platform
- Access a digital GP and other free health and wellbeing services
- Sharesave scheme
- Financial Wellbeing - Save, track and enhance your financial wellbeing
- Direct to Work - Discount online and instore, collect your items the next day for free from your place of work or local store
- Support Networks - Access Network Groups to empower and celebrate each other
- Wellhub - Discounted flexible monthly gym memberships, with apps, PT sessions and more
Conditions apply to all benefits. These benefits are discretionary and subject to change.
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 and leave a voicemail.
Customer Services Manager - Home in Leicester employer: Next
Next is an exceptional employer, offering a vibrant work culture that prioritises inclusivity and employee growth. As a Customer Services Manager in Leicester, you'll benefit from a supportive environment with access to extensive training, generous discounts, and a commitment to your professional development, all while leading a passionate team dedicated to delivering outstanding customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Manager - Home in Leicester
✨Tip Number 1
Get to know the company culture! Before your interview, check out their social media and website to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. This will help you feel more confident and articulate when it’s your turn to shine.
✨Tip Number 3
Show off your people skills! As a Customer Services Manager, you'll need to demonstrate your ability to motivate and inspire a team. Share specific examples from your past experiences where you've successfully led a team or improved customer service.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Services Manager - Home in Leicester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience that match the Customer Services Manager role. Highlight your leadership and customer service achievements to show us you’re the right fit!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you’re passionate about people management and customer service. Share specific examples of how you've motivated teams and driven performance in previous roles.
Showcase Your Data Skills:Since we value data-driven decision-making, don’t forget to mention your expertise in Power BI or any other relevant tools. Give us examples of how you’ve used data to improve customer service outcomes.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your application and get you started on this exciting journey with us!
How to prepare for a job interview at Next
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Services Manager inside out. Familiarise yourself with the key responsibilities like motivating your team and driving performance. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or improved customer service. Highlight how you motivated your team and tackled performance challenges. This will demonstrate your ability to inspire and manage effectively, which is crucial for this role.
✨Be Data-Driven
Since expertise in Power BI is mentioned, brush up on your data interpretation skills. Be ready to discuss how you've used data to drive improvements in customer service or team performance. This shows that you can make informed decisions based on insights, which is a big plus for the role.
✨Ask Thoughtful Questions
At the end of the interview, have a few insightful questions prepared. Ask about the team's current challenges or how success is measured in the role. This not only shows your interest but also gives you a better understanding of what to expect if you get the job.
