Customer Services Manager Home
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Shift:Sunday 8am to 4pm Monday Tuesday Wednesday 10am to 6pm & Thursday 10am to 5.45pm (36 hours per week)
Salary:29197 per annum
Location:Radar Road Leicester
The role:
As a Customer Service Manager within our Home department youll lead motivate and inspire a team of passionate Advisors to deliver best-in-class service. Working collaboratively with the wider Operations team youll drive excellence create a culture of success and make a real impact on our customers.
What youll 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 youll lead investigations and disciplinary hearings as needed ensuring fair and consistent processes.
What youll 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
Whats 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 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). Were 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
Required Experience:
Manager
Key Skills
- Crisis Management
- Pain Management
- Developmental Disabilities Experience
- Employee Evaluation
- Direct Support
- Management Experience
- Remodeling
- Case Management
- Home Care
- Nursing
- Supervising Experience
- Social Work
About Company
You know Next, but did you know we’re a FTSE-100 retail company employing over 35,000 people across the UK and Ireland. We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 500 stores, plus the Next Online and it’s now po ... View more
