Customer Service Manager

Optimise Talent Ltd; Consett; On-site; GBP 32,000 - 39,000; Full time

Job summary

Optimise Talent Ltd in Consett is seeking a Customer Service Manager to lead a growing function within an ambitious energy services business. This is a brand-new role, hands-on from day one, responsible for building systems, standards, reporting and team structure to deliver exceptional service at scale.

You will manage one advisor, handle complex queries, drive process improvements, and develop CRM processes.

Qualifications

• Customer service leadership experience.
• Experience improving service processes and performance.
• Ability to use data and reporting to identify priorities and measure success.
• Confident handling complex customer queries.
• Energy, ideas and a continuous-improvement mindset.
• Willingness to build a function in a growing business.

Responsibilities

• Manage one Customer Service Advisor.
• Handle and resolve customer queries by phone and email.
• Improve customer service processes, workflows and escalation routes.
• Create service reporting and track KPIs such as response times and resolution rates.
• Identify recurring issues and supplier trends, then drive improvements.
• Support the development of CRM processes and automation.
• Help build a scalable, high-performing customer service team as the business grows.

Skills

Customer service leadership

Data-driven decisions

Reporting

Tools

CRM systems

Job description

Customer Service Manager

Salary: £35,000 basic plus benefits

Location: Consett, County Durham

Working pattern: Fully onsite, Friday, 8.30am - 4.30pm

Contract: Full-time

Are you a customer service leader who enjoys improving processes, solving problems and building high-performing teams? We are looking for a proactive, commercially minded Customer Service Manager to take ownership of a growing customer service function within an ambitious and fast-moving energy services business. This is a brand-new role and a genuine opportunity to build and shape the function. You will not be stepping into a finished department with rigid processes already in place. Instead, you will work hands-on with customers from day one while helping to create the systems, standards, reporting and team structure needed to deliver exceptional service at scale. The business already has a strong customer reputation and an expanding customer base. As growth continues, customer service is becoming a critical operational priority, making this a visible and influential role with clear scope for progression.

What you'll be doing

• Manage one Customer Service Advisor.
• Manage and resolve customer queries by phone and email.
• Handle more complex issues involving energy suppliers, billing and account queries.
• Improve customer service processes, workflows and escalation routes.
• Create service reporting and track KPIs such as response times, resolution rates and repeat queries.
• Identify recurring issues and supplier trends, then drive practical improvements.
• Support the development of customer service technology, CRM processes and automation.
• Help build a scalable, high-performing customer service team as the business grows.

What we're looking for

You will have customer service leadership experience and be confident working in a business where you can make a real difference. You may currently be a Customer Service Team Leader, Senior Customer Service Advisor, Customer Experience Lead or similar, ready for a broader opportunity.

You will be someone who

• Enjoys getting involved in customer issues while improving the bigger picture.
• Has experience improving service processes and performance.
• Can use data and reporting to identify priorities and measure success.
• Is confident managing difficult or complex customer queries.
• Brings energy, ideas and a continuous-improvement mindset.
• Thrives in an entrepreneurial, non-corporate environment.
• Wants to build a function and progress with a growing business.

Package and details

• Salary: £35,000 basic, with a quarterly bonus based on key SLAs for the customer service department.
• Location: Consett, County Durham.
• Working pattern: Fully office-based, Friday, 8.30am - 4.30pm.
• Progression: Clear opportunity to develop, including progression to Head of Customer Experience.
• Interview process: In-person interview, including a short presentation exercise.

If you are looking for a role where you can combine hands-on customer service leadership with the opportunity to build and improve a function from the ground up, we would love to hear from you