Customer Service Manager

Axil; Corby; On-site; GBP 38,000 - 48,000; Full time

Job summary

Axil is seeking a Customer Service Manager in Corby to lead our Service Delivery Team and deliver consistent, high-quality customer experiences across all touchpoints.

You'll coach and develop a team of advisors and coordinators, own end-to-end customer journeys, and implement clear processes, SLAs and data-driven improvements. This hands-on role focuses on prevention and performance reporting.

Join a busy environment that values proactive problem solving and strong stakeholder collaboration.

Qualifications

• Experience leading customer service or service delivery teams.
• Proven track record of improving customer experience.
• Strong analytical and data interpretation skills.
• Ability to translate data into actionable improvements.

Responsibilities

• Lead a frontline Service Delivery Team and maintain high-quality interactions.
• Define processes, SLAs and service standards.
• Manage escalations and drive issue resolution.
• Report performance insights to senior management.
• Collaborate with Contract Managers, suppliers and subcontractors.

Skills

People leadership

Coaching & development

Data-driven decisions

Customer experience

Stakeholder mgmt

Tools

HubSpot CRM

Job description

37.5 Hours, Monday to Friday (Flexibility Required)

Are you an experienced Customer Service Manager who thrives on building high-performing teams, improving processes, and delivering exceptional customer experiences?

We're looking for a driven and hands-on leader to take ownership of our Service Delivery Team in Corby. If you're passionate about coaching people, solving complex challenges, using data to drive decisions, and creating a culture of service excellence, we'd love to hear from you.

What You'll Be Doing

As Customer Service Manager, you'll lead our frontline Service Delivery Team, ensuring customers receive a consistent, professional, and high-quality experience across every interaction.

Key responsibilities include:

• Leading, developing and motivating a team of Customer Service Advisors and Coordinators.
• Taking ownership of the end-to-end customer journey, from enquiries and collection requests through to issue resolution.
• Establishing clear processes, service standards and SLAs that drive consistency and accountability.
• Managing escalated customer issues, complaints and service failures through to successful resolution.
• Building strong relationships with Contract Managers, suppliers and subcontractors to ensure service commitments are met.
• Using HubSpot to drive operational excellence, reporting and performance insights.
• Analysing service data to identify trends, tackle recurring issues and implement long‑term improvements.
• Driving a culture that focuses on prevention rather than firefighting.
• Managing team recruitment, training, development, resource planning and performance.
• Providing clear reporting and recommendations to senior management.

What We're Looking For

We're seeking a proactive leader who can inspire a team while bringing structure, process and continuous improvement to a busy service environment.

You'll likely have:

• Previous experience managing a customer service, service delivery or customer operations team.
• A proven track record of improving customer experience and operational performance.
• Strong people management, coaching and leadership skills.
• Experience developing processes, KPIs, service standards and SLAs.
• Confidence handling escalated customer issues and complex service challenges.
• Strong analytical skills with the ability to translate data into action.
• Experience using CRM systems, ideally HubSpot.
• Excellent stakeholder management skills and the ability to work effectively across multiple departments and external partners.
• A positive, resilient and solutions‑focused approach.

What Success Looks Like

In this role, you'll make a real impact by:

• Improving response and resolution times.
• Increasing first‑contact resolution rates.
• Reducing service failures and recurring issues.
• Embedding consistent ways of working and trusted data practices.
• Creating a proactive, customer‑focused culture.
• Developing an engaged, accountable and high‑performing team.

The Company

We are a leading waste management company who specialise in recycling and total customer waste management.

Our mission is to be a trusted partner in waste prevention, guiding our customers to make informed, data‑driven decisions.

We aim to set new industry standards and re‑engineer waste to reduce environmental impact and cost.

Our staff are our most important asset. We pride ourselves in being a friendly, professional and supportive company that champions internal promotion and progression. We employ over 200 employees in a variety of positions across the UK.