Customer Services Manager

NEXT Retail Ltd.; Leicester; On-site; GBP 30,000; Full time

Job summary

A leading retail company in Leicester seeks a Customer Service Manager to lead a team in delivering exceptional service. You will motivate and coach Advisors, manage performance, and ensure customer satisfaction. The ideal candidate has experience in customer service management and a strong passion for inspiring teams. This role requires expertise in Power BI for data-driven decisions. The company values diversity and inclusion and is a proud Disability Confident Employer.

Benefits

Diversity and inclusion commitment

Supportive workplace environment

Qualifications

• Proven experience in customer service management, preferably in a contact centre.
• Proficient in delivering best-in-class customer service.
• Strong data interpretation skills to drive service improvements.

Responsibilities

• Lead and motivate a team of Advisors to deliver high-quality customer service.
• Manage attendance and performance issues proactively.
• Support recruitment efforts to build a strong team.

Skills

Experience in a similar Customer Service Management role

Strong customer service focus

Ability to inspire and motivate teams

Expertise in Power BI

Planning and organizing skills

Job description

Overview

Shift: Sunday 8am to 4pm, Monday, Tuesday, Wednesday 10am to 6pm & Thursday 10am to 5.45pm (36 hours per week). Salary: £29,197 per annum. Location: Radar Road, Leicester.

The role

As a Customer Service Manager within our Home department, you’ll lead, motivate, and inspire a team of passionate Advisors to deliver best-in-class service. Working collaboratively with the wider Operations team, you’ll drive excellence, create a culture of success, and make a real impact on our customers.

What you’ll take on

• Motivating & Coaching: Support your team daily, ensuring they achieve best-in-class standards through encouragement and expert guidance.
• Developing Talent: Set clear objectives, provide meaningful feedback, and run engaging 1-2-1s to help your team grow.
• Driving Performance: Manage attendance and performance challenges with a proactive approach, using HR procedures where needed.
• Customer Focused: Regularly review customer interactions, low-scoring surveys, and unresolved cases, taking swift action to improve outcomes.
• Drive Recruitment: Support the recruitment process to ensure the right talent is brought into the team.
• Lead by Example: Stay hands-on by assisting with customer calls when needed, staying in touch with the day-to-day operations.
• Ensure Performance: Provide support to the Duty Desk as required, ensuring SLA and Lost Calls remain within target.
• Collaborative Leadership: Work closely with peers and Senior Managers to ensure smooth handovers and clear priorities.
• Maintain Service Excellence: Partner with your Assistant Operations Manager to monitor staffing levels and service targets, ensuring they consistently meet expectations.
• HR Collaboration: Alongside HR, you’ll lead investigations and disciplinary hearings as needed, ensuring fair and consistent processes.

What you\'ll bring

We are looking for someone who is as passionate about people management and customer service as we are.

• Experience in a similar Customer Service Management role, ideally within a contact centre environment
• Strong ability to recognise and deliver best-in-class service with the customer at the centre of decisions
• Inspire and motivate teams through leading by example
• Positive, can-do mindset with a focus on collaborative goals
• Expertise in Power BI for data-driven, targeted decision-making
• Naturally flexible, committed, and comfortable with embracing change
• Strong planning, organising, and prioritising skills to manage workloads dynamically
• Proficient in data interpretation and using insights to drive improvements

What\’s NEXT?

Press the apply button now to start your application. Once you have applied for the job, we will initially consider your skills and experience based on your CV and application. If you match our criteria we will be in touch regarding the next steps.

All successful applicants will be subject to criminal & credit checks in line with our Reference Policy. In order to apply for this position you must not have had an unsuccessful application for a similar role in 6 months.

In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. This role is not one we would typically consider for sponsorship under the Skilled Worker route due to, for example, the relevant Home Office requirements on skills level, not being met. Candidates are therefore encouraged to consider their own right to work options without Next sponsorship.

Next is proud to be a Disability Confident Employer (Level 2). We’re committed to building an inclusive, inspiring workplace where everyone feels respected, valued, and a true sense of belonging. Our aim is to support every individual to reach their full potential, whoever they are. If you have any questions about our commitment to diversity and inclusion, please feel free to contact our friendly recruitment team on [e-mail].