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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 communication skills required.
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.
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
Network like a pro! Reach out to your connections in the customer service industry, especially those who work in regulated environments. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to KPIs and team management. We recommend using the STAR method to structure your answers, showcasing your experience in driving performance and handling complaints.
✨Tip Number 3
Showcase your data skills! Be ready to discuss how you've used performance data to improve service standards in previous roles. This will demonstrate your analytical abilities and commitment to operational excellence.
✨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 and engaged with our company.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Service Manager. Highlight your experience in managing teams, driving performance, and working in regulated environments. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how you can make an impact in our team. Be sure to mention any specific achievements that demonstrate your leadership and KPI management skills.
Showcase Your Data Skills: Since this role is heavily data-driven, don’t forget to mention your experience with performance analytics and reporting. We love numbers, so share examples of how you've used data to improve service standards or team performance in the past.
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’re considered for this exciting opportunity. We can't wait to hear from you!
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 KPIs in the past. Be ready to discuss specific metrics you've improved and how you achieved 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 in previous roles. Highlight any training or coaching initiatives you've led.
✨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 your approach and the outcomes.
✨Research the Company Culture
Understanding the company's values and culture is key. Look into their commitment to diversity and inclusion, and think about how your own values align. This will help you demonstrate that you're not just a fit for the role, but also for the company.