Customer Service Manager: Build & Scale a New Function

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

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.