Customer Service Manager

Optimise Talent Limited; North East; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Quarterly bonus based on SLAs

On-site role in Consett

Job summary

Optimise Talent Limited is seeking a Customer Service Manager who will lead a growing team and own the customer service function from day one. Based in Consett, the role is fully onsite with a Monday–Friday pattern and a focus on building scalable processes and reporting.

You will manage workflows, drive improvements, and report on key metrics while supporting CRM and automation initiatives. This is a hands-on leadership role with progression opportunities as the department expands.

Qualifications

• Experience improving service processes and performance.
• Ability to use data and reporting to identify priorities and measure success.
• Comfortable handling complex customer queries.
• Energetic, proactive approach to building a function from ground up.

Responsibilities

• Manage one Customer Service Advisor.
• Resolve customer queries by phone and email.
• Improve service processes, workflows and escalation routes.
• Create service reporting and track KPIs (response times, resolution rates).
• Identify recurring issues and drive practical improvements.
• Support development of customer service technology and automation.
• Help build a scalable, high‑performing team as the business grows.

Skills

Customer service leadership

Data & reporting

Continuous improvement

People management

Tools

CRM software

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

• 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.