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Customer Service Manager, Newcastle-upon-Tyne, Tyne and Wear
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Client:
NRG.
Location:
Newcastle-upon-Tyne, Tyne and Wear, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Views:
2
Posted:
28.06.2025
Expiry Date:
12.08.2025
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Job Description:
Full Time - 12 Month FTC
Location: Gateshead
Hybrid (up to 3 days/week in-office)
Are you looking to join an industry-leading business that works with global brands? If so, we are seeking an experienced Customer Service Manager to lead our client's dynamic and fast-paced 40-seat multilingual contact centre. This hands-on leadership role involves ensuring a seamless, high-quality customer journey across multiple campaigns and clients.
You will drive operational performance, lead and coach a team of Team Leaders and agents, and collaborate with the Client Delivery and Operations teams to improve service, efficiency, and results.
What’s in it for you?
* Starting salary: Up to £50,000 + annual bonus scheme
* Holidays: 25 days + bank holidays + your birthday off
* Private Medical Insurance
What you’ll be doing:
* Oversee day-to-day contact centre operations, ensuring service excellence and SLA delivery
* Lead, coach, and develop Team Leaders and agents to meet quality and performance goals
* Work with forecasting and planning to ensure optimal staffing and resource alignment
* Monitor and report on KPIs (AHT, FCR, CSAT, productivity, quality, etc.)
* Collaborate with clients and internal stakeholders to resolve issues promptly
* Drive continuous improvement, process optimisation, and tech adoption (e.g., chat, self-serve, omnichannel)
* Support client reviews, presenting insights and performance data
* Champion employee engagement and foster a positive, high-performing team culture
What they are looking for:
* Proven success in a senior contact centre management role
* Experience managing teams in a high-volume, customer-focused environment
* Strong leadership and performance management skills
* Data-savvy with confidence working with KPIs and service metrics
* Experience with CRM systems, contact centre platforms, and omnichannel support
* Collaborative approach with clients and internal teams
* Track record of implementing change and driving service improvements
* Bonus: Experience in FMCG, marketing services, or multilingual operations
This is a fantastic opportunity to make a real impact in a growing business where customer experience is central.
If interested, click ‘apply now’ and a team member will contact you.
NRG is an equal opportunities employer committed to diversity and inclusion. We oppose all unlawful or unfair discrimination based on protected characteristics. Our goal is to foster a diverse environment, value individual differences, and respond equitably to everyone's needs. We actively work to meet legal obligations, remove barriers, monitor fairness, reflect community diversity, and enforce a zero-tolerance policy on discrimination.
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