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
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Next. 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 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 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:Your cover letter is your chance to shine! Tell us why you want to work at Next 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!
How to prepare for a job interview at Next
✨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.
