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- Tasks: Lead a dynamic contact centre, ensuring top-notch customer service and team performance.
- Company: Join NRG, an industry leader collaborating with global brands.
- Benefits: Enjoy a salary up to £50,000, 25 days holiday, private medical insurance, and your birthday off!
- Why this job: Make a real impact in a growing business focused on exceptional customer experience.
- Qualifications: Proven experience in contact centre management and strong leadership skills required.
- Other info: NRG promotes diversity and inclusion, creating a supportive workplace for all.
The predicted salary is between 36000 - 60000 £ per year.
This range is provided by NRG.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Full Time – 12 Month FTC
Gateshead
Hybrid (up to 3 days/week in-office)
Are you looking to join an industry leading business that works with global brands? If this sounds like you, we are looking for an experienced Customer Service Manager to lead our clients dynamic and fast-paced 40-seat multilingual contact centre. This is a hands-on leadership role, where you\’ll be responsible for ensuring a seamless, high-quality customer journey across multiple campaigns and clients.
You’ll drive operational performance, lead and coach a team of Team Leaders and agents, and work closely with the Client Delivery and Operations teams to continuously improve service, efficiency, and results.
What’s in it for you?
- Starting salary: Up to £50,000 + annual bonus scheme
- Holidays: 25 days + bank holidays + your birthday off
- Private Medical Insurance
What you’ll be doing:
- Oversee day-to-day contact centre operations, ensuring service excellence and SLA delivery
- Lead, coach, and develop Team Leaders and agents to meet quality and performance goals
- Work with forecasting and planning to ensure optimal staffing and resource alignment
- Monitor and report on KPIs (AHT, FCR, CSAT, productivity, quality, etc.)
- Collaborate with clients and internal stakeholders to resolve issues quickly and professionally
- Drive continuous improvement, process optimisation, and tech adoption (e.g., chat, self-serve, omnichannel)
- Support client reviews, presenting insight and performance data
- Champion employee engagement and build a positive, high-performing team culture
What they are looking for:
- Proven success in a senior contact centre management role
- Experience managing teams in a high-volume, customer-focused environment
- Strong leadership and performance management skills
- Data-savvy and confident working with KPIs and service metrics
- Experience with CRM systems, contact centre platforms, and omnichannel support
- Collaborative approach with clients and internal teams
- Track record of implementing change and driving service improvements
- Bonus: Experience in FMCG, marketing services, or multilingual operations
This is a fantastic opportunity to make a real impact in a growing business where customer experience is at the heart of everything we do.
If you are interested in this role of Customer Service Manager, click ‘apply now’ and a member of the team will be in touch.
NRG is an equal opportunities employer committed to promoting a diverse and inclusive workplace. We oppose all forms of unlawful or unfair discrimination on the grounds of any protected characteristic. Our aim is to create an environment that encourages diversity, builds on individual differences, and responds equitably to the needs of all. We proactively take steps to fulfil our legal obligations, remove barriers, monitor for fairness, reflect the communities we serve, and enforce a zero-tolerance policy for breaches of our Equality and Diversity policy.
Seniority level
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Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Customer Service and Management
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Industries
Staffing and Recruiting
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Customer Service Manager employer: NRG.
Contact Detail:
NRG. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer service management, especially in multilingual environments. Understanding how to leverage technology and omnichannel support can set you apart as a candidate who is ready to drive operational performance.
✨Tip Number 2
Prepare to discuss your experience with KPIs and service metrics in detail. Be ready to share specific examples of how you've used data to improve team performance and customer satisfaction in previous roles.
✨Tip Number 3
Showcase your leadership style by preparing anecdotes that highlight your ability to coach and develop teams. Think about how you've built a positive team culture and engaged employees in past positions.
✨Tip Number 4
Research NRG and their client base to understand their values and the industries they serve. Tailoring your conversation to align with their mission and demonstrating your knowledge of their operations can make a strong impression.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management. Focus on your leadership skills, experience with KPIs, and any specific achievements in previous roles that align with the job description.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and detail how your background makes you a perfect fit for the role. Mention specific examples of how you've driven performance improvements in past positions.
Highlight Relevant Skills: Emphasise your data-savvy nature and familiarity with CRM systems and contact centre platforms. Make sure to mention your experience in high-volume environments and your ability to manage teams effectively.
Showcase Your Leadership Style: Describe your approach to leading and coaching teams. Provide examples of how you've built positive team cultures and engaged employees in previous roles, as this is crucial for the position.
How to prepare for a job interview at NRG.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to demonstrate strong leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on your coaching and development strategies.
✨Know Your KPIs
Familiarise yourself with key performance indicators relevant to contact centres, such as AHT, FCR, and CSAT. Be ready to discuss how you've used data to drive improvements and achieve targets in previous roles.
✨Emphasise Collaboration
This role requires working closely with clients and internal teams. Prepare to share experiences where you've effectively collaborated to resolve issues or implement changes that improved service delivery.
✨Demonstrate Continuous Improvement Mindset
Highlight your experience with process optimisation and tech adoption. Discuss specific instances where you've driven change in a contact centre environment, showcasing your commitment to enhancing customer experience.
