Customer Experience Manager - Lead Service Excellence

NXT Recruitment Limited; Carlisle; On-site; GBP 38,000 - 46,000; Full time

Job summary

NXT Recruitment Limited is seeking an experienced Customer Service Manager to lead and develop the customer service team in Longtown. The role involves supervising day-to-day operations, managing complaints and escalations, and ensuring enquiries are handled efficiently and professionally.

You will monitor performance, review service data, and identify opportunities to improve processes and customer delivery while balancing hands-on support with leadership responsibilities.

Qualifications

• Experience managing or supervising a customer service team.
• Strong leadership and coaching abilities.
• Excellent written and verbal communication skills.

Responsibilities

• Lead and develop the customer service team to deliver high-quality support.
• Monitor workloads and ensure enquiries are handled within agreed service times.
• Own customer complaints and escalations, ensuring investigations and resolutions.
• Be the first point of contact for customer enquiries by phone, email, and other channels.
• Oversee email management and timely follow-ups, keeping customers informed.

Skills

Leadership

Customer service management

Communication skills

CRM systems

Microsoft Office (Outlook, Excel)

Data analysis

Problem solving

Education

GCSEs including English and Maths

Tools

CRM software

Ticketing systems

MS Office

Job description

NXT Recruitment Limited is seeking an experienced Customer Service Manager to lead and develop the customer service team in Longtown. The role involves supervising day-to-day operations, managing complaints and escalations, and ensuring enquiries are handled efficiently and professionally.

You will monitor performance, review service data, and identify opportunities to improve processes and customer delivery while balancing hands-on support with leadership responsibilities.