Opportunity
Are you a dynamic leader with a passion for transforming customer service teams and driving performance through data and innovation? We’re looking for a Customer Service Manager (CSM) to lead a fast-paced, high-volume contact centre team through an exciting period of cultural and operational change. Office based role, Newcastle upon Tyne
Role
As Customer Service Manager, you’ll be responsible for leading a large, high-energy team through four direct-report Team Leaders. You’ll play a pivotal role in reshaping the team culture, embedding accountability, and empowering Team Leaders to take ownership of coaching and development.
Key responsibilities include:
* Leading and developing Team Leaders to manage their teams effectively, with a strong focus on coaching, performance, and engagement.
* Driving a cultural shift within the team—moving away from legacy ways of working and embedding a proactive, customer-first mindset.
* Using data to monitor performance, identify trends, and make informed decisions to improve service delivery and customer satisfaction.
* Reviewing key metrics such as SLA adherence, call handling, Trustpilot and C-SAT scores, and using insights to implement improvements.
* Championing the use of technology to enhance the customer experience and streamline operations.
* Conducting regular 1-2-1s with Team Leaders, setting clear KPIs and performance expectations.
* Collaborating with the CSD on strategic initiatives and stepping in to represent them when required.
* Supporting recruitment efforts, including participation in first-stage interviews and assessment centres.
Skills & Experience
We’re looking for a confident, forward-thinking leader who thrives in a fast-paced environment and is excited by the opportunity to make a real impact.
You’ll bring:
* Proven experience in a contact centre or high-volume customer service environment.
* A strong track record of using technology and data to drive service improvements.
* Excellent leadership and mentoring skills, with experience developing Team Leaders.
* A data-driven mindset—comfortable analysing performance metrics and translating them into actionable outcomes.
* Experience with NPS, C-SAT, or similar customer satisfaction tools.
* Strong communication and presentation skills, with the ability to influence at senior levels.
* A positive, problem-solving approach and a passion for improving culture and reducing attrition.