Customer Service Manager

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

Customer Service Manager
Location: Longtown
Salary: Competitive, dependent on experience
Job Type: Full-time
Contract Type: Permanent

Overview

NXT Recruitment is looking for an experienced Customer Service Manager to lead and develop a customer service team for a well-established business based in Longtown.

This role will involve overseeing the day-to-day running of the customer experience function, supporting team members, managing customer complaints and escalations, and ensuring enquiries are handled efficiently and professionally. You will also monitor team performance, review customer service data and identify opportunities to improve processes and service delivery.

The successful candidate will be confident balancing hands-on customer support with team leadership, maintaining strong relationships with customers and colleagues across different departments.

Key Responsibilities

• Lead, motivate and develop the customer experience team, supporting performance, training and staff development.

• Monitor workloads and ensure customer enquiries are handled within agreed service timeframes.

• Take ownership of customer complaints and escalated issues, ensuring they are investigated and resolved appropriately.

• Act as a first point of contact for customer enquiries received by phone, email and other communication channels.

• Manage incoming customer emails, prioritising enquiries and ensuring timely responses and follow-ups.

• Oversee customer cases from initial contact through to resolution, keeping customers informed throughout the process.

• Work with other departments to gather information, resolve issues and maintain effective communication.

• Monitor key performance measures, including response times, customer satisfaction and resolution rates.

• Prepare customer-specific reports and provide updates on team performance when required.

• Maintain accurate records of customer interactions, decisions and follow-up actions using relevant systems.

• Identify recurring issues, service risks and opportunities for continuous improvement.

• Ensure customer service activities are carried out in line with relevant procedures, legislation and health and safety requirements.

Requirements

• Previous experience managing or supervising a customer service team.

• Strong leadership skills, with the ability to coach, support and develop others.

• Excellent written and verbal communication skills.

• Experience handling customer complaints and escalated queries.

• Ability to communicate effectively with customers, colleagues and stakeholders at different levels.

• Good organisational and problem-solving skills, with the ability to manage competing priorities.

• Confidence using CRM or ticketing systems and Microsoft Office, particularly Outlook and Excel.

• Strong numerical and analytical skills, including the ability to review data and identify trends.

• A resilient, adaptable and solution-focused approach.

• GCSEs or equivalent qualifications, including English and Maths.

Desirable Skills

• Experience within the transport or haulage industry.

• An NVQ or equivalent qualification in Customer Service or a related subject.

• Further education qualifications, such as A-levels or BTEC.

• Knowledge of continuous improvement methods.

• Experience using customer service reporting tools and computer-based systems.

NXT Recruitment Limited acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. By applying for this role, you accept the terms of our Privacy Notice, which can be found on our website