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- Tasks: Lead a dynamic customer service team and drive performance in a fast-paced environment.
- Company: Growing business in the heart of Manchester with a focus on customer excellence.
- Benefits: Competitive salary, annual bonus, and career progression opportunities.
- Other info: Join a diverse team committed to inclusivity and operational excellence.
- Why this job: Make a real impact while developing your leadership skills in a supportive environment.
- Qualifications: Experience managing customer service teams and strong KPI management skills.
The predicted salary is between 37000 - 40000 £ per year.
An exciting opportunity has arisen for an experienced Customer Service Manager to join a growing business in Manchester City Centre. This is a newly created role due to continued expansion within the customer service function, offering the chance to make a real impact in a fast-paced, highly regulated environment.
Leading a frontline customer service team, you will be responsible for driving performance, managing KPIs, improving service standards, and supporting the handling of first-line customer complaints. This role would suit a hands-on people manager who thrives in a data-driven environment and is passionate about team development and operational excellence.
Key Responsibilities- Manage and motivate a frontline customer service team within a regulated environment
- Monitor and drive performance against KPIs and service targets
- Analyse performance data and produce actionable insights and reports
- Support the management of first-line complaints and ensure excellent customer outcomes
- Coach, train and develop team members to maximise performance and engagement
- Identify process improvements and support operational efficiencies
- Maintain high standards of compliance and customer service delivery
- Previous experience managing a customer service team within a regulated environment is essential
- Minimum of 18 months’ people management experience
- Strong experience working within a heavily KPI driven environment
- Confident in managing performance data, reporting and analytics
- Excellent communication and leadership skills
- Training and development experience would be highly advantageous
- Ability to work in a fast-paced, office-based environment
- Salary of £37,000–£40,000
- Up to 10% annual bonus
- Opportunity to join a growing team in a newly created role
- Career progression and development opportunities
- Central Manchester location
If you are an ambitious customer service leader looking for your next challenge within a growing business, we would love to hear from you.
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.
Locations
Customer Service Manager in Cheshire, Warrington employer: NRG.
Contact Detail:
NRG. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in Cheshire, Warrington
✨Tip Number 1
Network like a pro! Reach out to your connections in the customer service industry and let them know you're on the hunt for a new role. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to managing teams and KPIs. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 3
Showcase your data-driven mindset! Be ready to discuss how you've used performance data to drive improvements in your previous roles. This will demonstrate your analytical skills and your ability to make informed decisions.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Service Manager in Cheshire, Warrington
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Service Manager role. Highlight your experience in managing teams, especially in regulated environments, and showcase your achievements in driving performance against KPIs.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how your leadership style aligns with our values at StudySmarter. Be sure to mention any relevant training and development experience.
Showcase Your Data Skills: Since this role is heavily data-driven, don’t forget to mention your experience with performance data analysis. Share examples of how you've used data to improve service standards or drive team performance in your previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at NRG.
✨Know Your Numbers
Since this role is heavily KPI-driven, make sure you come prepared with examples of how you've managed performance metrics in the past. Be ready to discuss specific KPIs you've improved and the strategies you used to achieve those results.
✨Showcase Your Leadership Style
As a Customer Service Manager, your leadership skills are crucial. Think about your management style and be prepared to share examples of how you've motivated and developed your team. Highlight any training or coaching initiatives you've implemented.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities, especially regarding customer complaints. Prepare scenarios where you've successfully handled difficult situations, focusing on the outcome and what you learned from the experience.
✨Research the Company Culture
Understanding the company's values and culture is key. Look into their approach to customer service and any recent news about them. This will help you tailor your answers and show that you're genuinely interested in being part of their team.