Customer Hub Manager

Nfuzion; United Kingdom; On-site; GBP 35,000 - 40,000; Full time

Job summary

A well-established national company in the United Kingdom is seeking a Customer Hub Manager to lead a team at their Peterlee site. This role requires strong leadership skills and a background in managing customer service or telesales teams. Responsibilities include overseeing customer interactions, setting KPIs, and supporting revenue growth. The ideal candidate should possess excellent communication and problem-solving abilities. Benefits include a competitive salary of £35,000–£40,000, along with a pension and company benefits package.

Benefits

Competitive salary

Pension and company benefits

Leadership opportunity

Qualifications

• Proven experience managing a customer service or telesales team of 10+ staff.
• Strong leadership, communication, and coaching skills.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead and manage a team of 10-12 customer service and telesales staff.
• Oversee customer interactions and ensure excellent service.
• Coordinate order processing and dispatch schedules.

Skills

Leadership

Communication

Problem-solving

Customer Service

IT Skills

Tools

Microsoft Office

CRM/order management

Job description

We are working with a well-established national company who is looking to appoint a Customer Hub Manager at their Peterlee site.

In this role, you will lead a team, support day-to-day customer operations and ensuring excellent service. The position is ideal for someone with leadership experience and a background in managing busy teams.

Key Responsibilities

• Lead, motivate, and manage a team of 1012 customer service and telesales staff.
• Oversee customer interactions across phone, email, and various communication channels.
• Set and monitor KPIs, conduct performance reviews, and support staff development.
• Coordinate order processing and dispatch schedules, ensuring accurate customer communication.
• Support revenue growth through effective telesales activity, including upselling and follow-ups.
• Liaise with warehouse, transport, finance, and sales departments to maintain smooth operations.
• Maintain accurate records, reports, and documentation.
• Handle and resolve complex customer issues, escalating when necessary.
• Identify areas for improvement and implement best practice processes.

Skills & Experience Required

• Proven experience managing a customer service or telesales team of 10+ staff.
• Strong leadership, communication, and coaching skills.
• Excellent customer service capability with a problem-solving approach.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong IT skills (Microsoft Office); CRM/order management experience beneficial.

Benefits

• Competitive salary of £35,000£40,000 DOE
• Pension and company benefits package
• Opportunity to lead and develop a high-performing team
• Stable, long-term role within a growing national operation