Customer Services Manager

Jackson Hogg Ltd • Permanent • Newcastle upon Tyne, Tyne and Wear, England, United Kingdom • £35k / year • 2d ago

Customer Services Manager

Newcastle (hybrid working after probation passed)

We are delighted to be supporting this renowned North East organisation in their search for a proactive and customer-focused Customer Services Manager to lead their close-knit Customer Services team.

This is a hands-on management role where you will oversee a team of two Customer Services Advisors, ensuring exceptional service delivery across a high-volume environment. Whilst the team is small, the level of customer interaction and activity is significant, requiring a manager who can confidently balance operational priorities, lead from the front, and remain calm under pressure.

You will play a crucial role in maintaining strong relationships with businesses, stakeholders and event participants, whilst continually seeking opportunities to improve processes, enhance customer experience and drive team performance.

Working closely with colleagues across Marketing, Events and wider business teams, you will take a strategic "helicopter view" of customer service operations while remaining ready to roll up your sleeves and support the team whenever needed.

Key Responsibilities will include (but not limited to):

Lead, manage and develop a team of two Customer Services Advisors, providing direction, coaching and day-to-day support.
Act as the primary escalation point for challenging situations and complex enquiries.
Manage customer service operations within a busy, high-traffic environment, ensuring service standards are consistently maintained.
Take ownership of the customer journey, identifying opportunities to streamline processes and improve efficiency.
Review and analyse post-event reports, customer feedback and NPS (Net Promoter Score) data, using insights to drive continuous improvement.
Work collaboratively with Marketing and Events Managers to ensure smooth delivery of events and initiatives.
Serve as the main point of contact for businesses invited to participate in events and programmes.
Respond to and resolve business-related challenges and queries in a professional and timely manner.
Produce quarterly reports, maintain accurate records and ensure effective filing and documentation processes.
Monitor team performance and workload, ensuring resources are allocated effectively.
Support wider business operations and contribute positively to a collaborative "all hands on deck" culture.

Criteria:

We are looking for an organised, resilient and adaptable leader who thrives in a fast-paced environment.

You will have:

Previous experience managing or supervising a customer service team.
Strong customer service and relationship management skills.
A commercial mindset with the ability to balance customer needs with business objectives.
An eye for process improvement and a genuine desire to make things work better.
A positive, solutions-focused "let's do this" attitude.
Excellent organisational skills with the ability to manage multiple priorities simultaneously.
Confidence working with data, reports and customer feedback metrics such as NPS scores.
Strong communication skills and the ability to build relationships with both customers and internal stakeholders.
The ability to remain calm, professional and effective under pressure.
A hands-on leadership style and willingness to support the team whenever required.

You'll be joining a supportive and collaborative team where everyone works together to achieve success. No two days are the same, and you'll have the opportunity to make a real impact by improving processes, enhancing customer experiences and helping shape the way they work.

If you're an experienced customer service leader who enjoys juggling priorities, solving problems and bringing people together to deliver outstanding service, then we'd love to hear from you!

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