Customer Service Manager (Harrogate)

Clearpoint Recycling; Harrogate; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

A recycling and waste management company is seeking a Customer Service Manager to lead a new customer service team in Harrogate. The role involves ensuring service excellence, managing customer issues, and improving operational value. Candidates should have at least 2 years in a customer service leadership role, strong communication skills, and proficiency in customer service software. This position offers a competitive salary, bonus opportunities, and flexible working arrangements.

Benefits

Private Health Care

Employee Share Scheme

Comprehensive training and development programs

Qualifications

• Minimum 2 years in a customer service leadership role.
• Strong leadership and interpersonal skills.
• Ability to thrive in a fast-paced environment.

Responsibilities

• Lead and manage the customer service team.
• Monitor service metrics and KPIs.
• Handle escalated customer issues.

Skills

Leadership

Communication Skills

Problem-solving

Customer service software proficiency

Tools

Salesforce

Dynamics

HubSpot

Job description

Title:Customer Service Manager

Role:Full Time – Permanent

Locations:Harrogate/Hybrid

Reporting To:Operations Director

Salary:£50,000 per annum

Bonus:OTE£10,000 Personal & Company performance based

Benefits:Private Health Care, Salary Sacrifice Scheme and Share Options

About Clearpoint Recycling

Clearpoint Recycling is a fast-growing waste brokerage and recycling company committed to sustainability and innovation. We pride ourselves on delivering exceptional service to our suppliers and clients across the UK and Europe. Our team-oriented culture fosters personal development, career growth, and a dynamic work environment. We are a people business, and we are on a journey to change the recycling industry for the better, and this is only possible through investment in people. This is a unique opportunity to be part of a transformative journey in the recycling industry.

Role Overview

As Customer Service Manager, you will lead our newly formed customer service team to deliver outstanding support to customers and suppliers. You’ll be responsible for ensuring service excellence, resolving issues efficiently, and driving continuous cost savings. This role is central to improving customer experience and creating operational value. This new department brings together all customer support functions across the business to maximise the service offers we deliver. This includes customer and supplier onboarding, logistics and distribution, import and export management and claims management. Alongside this, the customer service team is the first line contact for all issues by customers, suppliers and our independent broker network.

Key Responsibilities

• Lead and manage the customer service team (currently a team of 5 but with scope to grow), ensuring high performance and engagement.
• Oversee daily operations, including scheduling, workload distribution, and service delivery.
• Monitor service metrics and KPIs to identify trends and areas for improvement.
• Develop and implement customer service policies and procedures aligned with company goals.
• Develop and implement systems and training to maximise efficiency and effectiveness of the team.
• Lead the identification and onboarding of new haulage providers and expansion into new territories to support strategic business growth.
• Handle escalated customer issues and complaints with professionalism and urgency.
• Collaborate with departments to ensure seamless service.
• Train, coach, and mentor team members to enhance skills and performance.
• Use CRM systems (e.g., Dynamics, HubSpot) to manage customer interactions and data.
• Gather and analyse customer feedback to inform service enhancements and product development.

Requirements

• Minimum 2 years in a customer service leadership role, ideally within recycling, logistics, or supply chain sectors.
• Strong leadership and interpersonal skills with a passion for team development.
• Excellent communication skills – both written and verbal.
• Proficiency in customer service software (e.g., Salesforce, Dynamics, HubSpot).
• Ability to thrive in a fast-paced, dynamic environment.
• A proactive, solutions-focused mindset with a commitment to continuous improvement.

What We Offer

• Competitive salary and bonus scheme.
• Flexible working arrangements (remote, hybrid).
• Comprehensive training and development programs.
• Employee Share Scheme and Salary Sacrifice options.
• Supportive, inclusive, and growth-oriented culture.