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- Tasks: Lead a dynamic contact centre, ensuring top-notch customer service and team performance.
- Company: Join an industry leader collaborating with global brands in a fast-paced environment.
- Benefits: Enjoy a competitive salary, 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 experiences.
- Qualifications: Proven experience in senior contact centre management and strong leadership skills required.
- Other info: NRG promotes diversity and inclusion, ensuring a supportive workplace for all.
The predicted salary is between 36000 - 60000 £ per year.
Customer Service Manager – Contact Centre
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?
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Starting salary: Up to £50,000 + annual bonus scheme
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Holidays: 25 days + bank holidays + your birthday off
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2 x Death in Service Benefit
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Private Medical Insurance
What you’ll be doing:
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Oversee day-to-day contact centre operations, ensuring service excellence and SLA delivery
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Lead, coach, and develop Team Leaders and agents to meet quality and performance goals
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Work with forecasting and planning to ensure optimal staffing and resource alignment
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Monitor and report on KPIs (AHT, FCR, CSAT, productivity, quality, etc.)
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Collaborate with clients and internal stakeholders to resolve issues quickly and professionally
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Drive continuous improvement, process optimisation, and tech adoption (e.g., chat, self-serve, omnichannel)
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Support client reviews, presenting insight and performance data
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Champion employee engagement and build a positive, high-performing team culture
What they are looking for:
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Proven success in a senior contact centre management role
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Experience managing teams in a high-volume, customer-focused environment
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Strong leadership and performance management skills
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Data-savvy and confident working with KPIs and service metrics
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Experience with CRM systems, contact centre platforms, and omnichannel support
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Collaborative approach with clients and internal teams
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Track record of implementing change and driving service improvements
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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.
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Customer Service Manager employer: NRG Resourcing Ltd
Contact Detail:
NRG Resourcing Ltd 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 contact centres. Understanding current technologies and methodologies can help you demonstrate your knowledge during discussions with us.
✨Tip Number 2
Prepare to discuss specific examples of how you've driven performance improvements in previous roles. We love hearing about real-life scenarios where you've successfully led teams or implemented changes that enhanced customer experience.
✨Tip Number 3
Showcase your leadership style by thinking about how you would engage and motivate a diverse team. We value a positive team culture, so be ready to share your strategies for building morale and fostering collaboration.
✨Tip Number 4
Research our company and the brands we work with. Being knowledgeable about our clients and their expectations will not only impress us but also help you tailor your approach to align with our values and goals.
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, particularly in a contact centre environment. Emphasise your leadership skills and any achievements related to operational performance and team development.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to lead teams effectively. Mention specific examples of how you've driven improvements in service quality and operational efficiency in previous roles.
Highlight Relevant Skills: In your application, clearly outline your experience with KPIs, CRM systems, and omnichannel support. This will demonstrate your data-savvy approach and ability to manage performance metrics effectively.
Showcase Leadership Experience: Provide examples of how you've successfully led and developed teams in high-pressure environments. Discuss your coaching methods and how you've fostered a positive team culture to achieve performance goals.
How to prepare for a job interview at NRG Resourcing Ltd
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on coaching and developing team members to achieve performance goals.
✨Be Data-Driven
Familiarise yourself with key performance indicators (KPIs) relevant to contact centres, such as AHT, FCR, and CSAT. Be ready to discuss how you've used data to drive improvements in service delivery and operational efficiency.
✨Highlight Your Collaborative Approach
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 customer experience.
✨Demonstrate Continuous Improvement Mindset
The company values innovation and process optimisation. Think of specific instances where you've driven change or adopted new technologies in a contact centre environment, and be prepared to discuss the outcomes.
