Customer Service Manager

Whale Tankers; Park Central; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Perkbox Rewards

Annual Pay Review

Above Statutory Holiday

Recognition Schemes

Training & Development

Discounted Health Plan

Birthday Leave

Enhanced Parental Scheme

Death in Service Scheme

Job summary

Whale Tankers is seeking a Customer Service Manager to lead our Service Delivery Team in Corby. You will oversee the end-to-end customer journey, coaching a team of advisors and coordinators to deliver a consistent, professional experience across all interactions.

The role focuses on driving improvements, implementing standards and SLAs, and using data to inform decisions. A proactive leader who can foster a high-performing, customer-focused culture will excel.

Qualifications

• Experience leading a customer service team and driving CX improvements.
• Proven track record in delivering against KPIs, SLAs and process improvements.
• Strong analytical skills with ability to translate data into actions.

Responsibilities

• Lead a frontline Service Delivery Team across inquiries, collection requests and issue resolution.
• Establish processes, service standards and SLAs to drive consistency and accountability.
• Manage escalated customer issues, complaints and service failures to resolution.
• Build relationships with Contract Managers, suppliers and subcontractors to meet commitments.
• Use HubSpot to drive reporting, performance insights and operational excellence.
• Analyze service data to identify trends and implement long-term improvements.

Skills

People management

Coaching

Leadership

Data analysis

KPI setting

Stakeholder management

Tools

HubSpot

Job description

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.,

• 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., 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.

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., 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.

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.

• Perkbox Rewards
• Annual Pay Review
• Above Statutory Holiday
• Recognition Schemes
• Training & Development
• Discounted Health Plan
• Birthday Leave
• Enhanced Parental Scheme
• Death in Service Scheme

35000Axil Having the best people to advise and support your business is at the core of what Axil IS does.We want to ensure our waste experts have the best knowledge to help reduce the costs and improve the environmental impact of your business's waste. This team help...