We are working with a well-established national company who is looking to appoint a Customer Hub Manager at their Peterlee site.
In this role, you will lead a team, support day-to-day customer operations and ensuring excellent service. The position is ideal for someone with leadership experience and a background in managing busy teams.
Key Responsibilities
1. Lead, motivate, and manage a team of 10–12 customer service and telesales staff.
2. Oversee customer interactions across phone, email, and various communication channels.
3. Set and monitor KPIs, conduct performance reviews, and support staff development.
4. Coordinate order processing and dispatch schedules, ensuring accurate customer communication.
5. Support revenue growth through effective telesales activity, including upselling and follow-ups.
6. Liaise with warehouse, transport, finance, and sales departments to maintain smooth operations.
7. Maintain accurate records, reports, and documentation.
8. Handle and resolve complex customer issues, escalating when necessary.
9. Identify areas for improvement and implement best practice processes.
Skills & Experience Required
10. Proven experience managing a customer service or telesales team of 10+ staff.
11. Strong leadership, communication, and coaching skills.
12. Excellent customer service capability with a problem-solving approach.
13. Ability to manage multiple priorities in a fast-paced environment.
14. Strong IT skills (Microsoft Office); CRM/order management experience beneficial.
Benefits:
15. Competitive salary of £35,000–£40,000 DOE
16. Pension and company benefits package
17. Opportunity to lead and develop a high-performing team
18. Stable, long-term role within a growing national operation