Customer Service Manager

Customer Service Manager

£35,000 per annum

Corby

Permanent, Full Time 

37.5 Hours, Monday to Friday (Flexibility Required)

Are you an experienced Customer Service Manager who thrives on building high-performing teams, improving processes, and delivering exceptional customer experiences?

We're looking for a driven and hands-on leader to take ownership of our Service Delivery Team in Corby. If you're passionate about coaching people, solving complex challenges, using data to drive decisions, and creating a culture of service excellence, we'd love to hear from you.

What You'll Be Doing

As Customer Service Manager, you'll lead our frontline Service Delivery Team, ensuring customers receive a consistent, professional, and high-quality experience across every interaction. 

Key responsibilities include:

• Leading, developing and motivating a team of Customer Service Advisors and Coordinators.


• Taking ownership of the end-to-end customer journey, from enquiries and collection requests through to issue resolution.


• Establishing clear processes, service standards and SLAs that drive consistency and accountability.


• Managing escalated customer issues, complaints and service failures through to successful resolution.


• Building strong relationships with Contract Managers, suppliers and subcontractors to ensure service commitments are met.


• Using HubSpot to drive operational excellence, reporting and performance insights.


• Analysing service data to identify trends, tackle recurring issues and implement long-term improvements.


• Driving a culture that focuses on prevention rather than firefighting.


• Managing team recruitment, training, development, resource planning and performance.


• Providing clear reporting and recommendations to senior management. 

What We're Looking For

We're seeking a proactive leader who can inspire a team while bringing structure, process and continuous improvement to a busy service environment.

You'll likely have:

• Previous experience managing a customer service, service delivery or customer operations team.


• A proven track record of improving customer experience and operational performance.


• Strong people management, coaching and leadership skills.


• Experience developing processes, KPIs, service standards and SLAs.


• Confidence handling escalated customer issues and complex service challenges.


• Strong analytical skills with the ability to translate data into action.


• Experience using CRM systems, ideally HubSpot.


• Excellent stakeholder management skills and the ability to work effectively across multiple departments and external partners.


• A positive, resilient and solutions-focused approach.

What Success Looks Like

In this role, you'll make a real impact by:

• Improving response and resolution times.


• Increasing first-contact resolution rates.


• Reducing service failures and recurring issues.


• Embedding consistent ways of working and trusted data practices.


• Creating a proactive, customer-focused culture.


• Developing an engaged, accountable and high-performing team.

The Company

We are a leading waste management company who specialise in recycling and total customer waste management. 

Our mission is to be a trusted partner in waste prevention, guiding our customers to make informed, data-driven decisions. 

We aim to set new industry standards and re-engineer waste to reduce environmental impact and cost. 

 

Our staff are our most important asset. We pride ourselves in being a friendly, professional and supportive company that champions internal promotion and progression. We employ over 200 employees in a variety of positions across the UK. 

Benefits

• Perkbox Rewards


• Annual Pay Review


• Above Statutory Holiday


• Recognition Schemes


• Training & Development


• Discounted Health Plan


• Birthday Leave


• Enhanced Parental Scheme


• Death in Service Scheme