Customer Services Manager (Full Time Maternity Cover)

Cohesion Retail Group Ltd; Newcastle-under-Lyme; On-site; GBP 42,706,000 - 45,461,000; Full time

Benefits offered by this job

Staff discount across brands

Company workplace pension scheme

Free on-site parking

Office based role

Job summary

Cohesion Retail Group Ltd in the United Kingdom is seeking a Customer Services Manager to lead the team while the current manager is on maternity leave. This fixed-term contract runs through February 2028 and is based at our head office near Newcastle-under-Lyme.

You will manage rotas, coaching, resolve complaints, and coordinate orders while liaising with other departments to maintain high service levels. The role is office-based, 40 hours per week, with a competitive hourly rate and benefits.

Qualifications

• Solid customer service experience and a confident telephone manner.
• Ability to stay calm and organised with several things going on at once.
• Strong written and spoken English.
• Comfort with everyday IT systems.
• Previous managerial or team leadership experience preferred.
• Retail, e-commerce or contact centre background preferred.

Responsibilities

• Leading the team day to day — setting the tone, running rotas and workloads, and keeping standards high across phone, email and live chat.
• Coaching and developing the team, handling training and performance needs fairly and early.
• Owning the difficult conversations, resolving escalated complaints calmly and finding the outcome that works for both the customer and the business.
• Keeping orders, returns, delivery queries and courier liaison moving accurately.
• Building strong working relationships with the other departments the team depends on.
• Monitoring service quality and keeping the team compliant with company policy and data protection.

Skills

Solid customer service experience

Confident telephone manner

Calm and organised under pressure

Strong written and spoken English

IT systems familiarity

Tools

IT systems

Job description

Customer Services Manager (Full Time Maternity Cover)

Our Customer Services team is the voice of the business, delivering excellent Customer Service to all those who get in contact.

We’re looking for a Customer Services Manager to lead the team while our current manager is on maternity leave on a fixed-term contract through to February 2028.

What you’ll be doing

• Leading the team day to day — setting the tone, running rotas and workloads, and keeping standards high across phone, email and live chat
• Coaching and developing the team, handling training and performance needs fairly and early
• Owning the difficult conversations, resolving escalated complaints calmly and finding the outcome that works for both the customer and the business
• Keeping orders, returns, delivery queries and courier liaison moving accurately
• Building strong working relationships with the other departments the team depends on
• Monitoring service quality and keeping the team compliant with company policy and data protection

What we’re looking for

• Solid customer service experience and a confident telephone manner
• The ability to stay calm and organised with several things going on at once
• Strong written and spoken English, and comfort with everyday IT systems

Preferred

• Previous managerial or team leadership experience
• A retail, e-commerce or contact centre background
  Above all, we want someone who leads by example: approachable with the team, straight with colleagues, and genuinely bothered about getting the customer a good answer.

What we offer

• £14.90 per hour
• 40 hour contract, Monday - Friday - 09:00 - 17:30
• 28 days holiday including bank holidays
• Staff discount across our brands
• Company workplace pension scheme
• Free on-site parking
• Office based role

Where you’ll work

Our head office is at Blackbrook, just outside Newcastle-under-Lyme — a countryside setting with free parking and quick access to the A53 and M6. Public transport to the site is limited, so most of the team drives in.

Cohesion Retail Group Ltd is an equal opportunities employer. We welcome applications from everyone, and w e’re happy to discuss adjustments at any stage of the process.

Customer Services Manager (Full Time Maternity Cover)

£14.90 per hour

Experience

Applicants will need to be competent in English and have basic I.T skills. Previous Customer Service experience, a good telephone manner and the ability to work well under pressure are essential. Previous managerial experience would be preferred.