Customer Service Manager - Build & Scale an Onsite Team

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

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.