Customer Service Manager | £35,000 plus benefits | Consett- fully onsite
Are you a customer service leader who enjoys improving processes, solving problems and building high-performing teams?
We are looking for a proactive, commercially minded Customer Service Lead to take ownership of a growing customer service function within an ambitious and fast-moving energy services business. THIS IS A BRAND NEW ROLE.
This is a genuine build and shape opportunity. You will not be stepping into a finished department with rigid processes already in place. Instead, you will work hands-on with customers from day one while helping to create the systems, standards, reporting and team structure needed for exceptional service at scale.
The business already has a strong customer reputation and an expanding customer base. As growth continues, customer service is becoming a critical operational priority - making this a visible, influential role with clear scope for progression.
What you’ll be doing
- Responsible for 1 customer service advisor
- Managing and resolving customer queries by phone and email.
- Handling more complex issues involving energy suppliers, billing and account queries.
- Improving customer service processes, workflows and escalation routes.
- Creating service reporting and tracking KPIs such as response times, resolution rates and repeat queries.
- Identifying recurring issues and supplier trends, then driving practical improvements.
- Supporting the development of customer service technology, CRM processes and automation.
- Helping to build a scalable, high-performing customer service team as the business grows.
What we’re looking for
You will have customer service leadership experience and be confident working in a business where you can make a real difference. You may currently be a Customer Service Team Leader, Senior Customer Service Advisor, Customer Experience Lead or similar, ready for a broader opportunity.
You’ll be someone who:
- Enjoys getting involved in customer issues while improving the bigger picture.
- Has experience improving service processes and performance.
- Can use data and reporting to identify priorities and measure success.
- Is confident managing difficult or complex customer queries.
- Brings energy, ideas and a continuous-improvement mindset.
- Thrives in an entrepreneurial, non-corporate environment.
- Wants to build a function and progress with a growing business.
Package and details
- Salary: £35k basic, with quarterly bonus based on key SLAs for the customer service department
- Location: Consett, County Durham
- Working pattern: Office-based, Friday, 8.30-4.30pm
- Progression: Clear opportunity to develop including Head of Customer Experience
- Interview process: In-person interview, including a short presentation exercise
If you are looking for a role where you can combine hands-on customer service leadership with the opportunity to build and improve a function from the ground up, I would love to hear from you.
Customer Service Manager in Consett employer: Optimise Talent Ltd Careers
Join a dynamic tech business in Bolton that prioritises employee growth and development, offering structured training and hands-on support for aspiring sales professionals. With a positive work culture that values resilience and teamwork, you'll have the opportunity to progress into senior sales roles while enjoying benefits like uncapped commission and flexible working options. This is not just a job; it's a meaningful career path where your ambition can truly flourish.
Contact Details:
Optimise Talent Ltd Careers Recruitment Team
