Job Title

Customer Service Manager Contact CentreYou could be just the right applicant for this job Read all associated information and make sure to apply.Full Time - 12 Month FTCGatesheadHybrid (up to 3 days/week in-office)Are you looking to join an industry leading business that works with global brands? If this sounds like you, we are looking for an experienced Customer Service Manager to lead our clients dynamic and fast-paced 40-seat multilingual contact centre. This is a hands-on leadership role, where you'll be responsible for ensuring a seamless, high-quality customer journey across multiple campaigns and clients.Youll drive operational performance, lead and coach a team of Team Leaders and agents, and work closely with the Client Delivery and Operations teams to continuously improve service, efficiency, and results.Whats in it for you?Starting salary: Up to 50,000 + annual bonus schemeHolidays: 25 days + bank holidays + your birthday off2 x Death in Service BenefitPrivate Medical InsuranceWhat youll be doing:Oversee day-to-day contact centre operations, ensuring service excellence and SLA deliveryLead, coach, and develop Team Leaders and agents to meet quality and performance goalsWork with forecasting and planning to ensure optimal staffing and resource alignmentMonitor and report on KPIs (AHT, FCR, CSAT, productivity, quality, etc.)Collaborate with clients and internal stakeholders to resolve issues quickly and professionallyDrive continuous improvement, process optimisation, and tech adoption (e.g., chat, self-serve, omnichannel)Support client reviews, presenting insight and performance dataChampion employee engagement and build a positive, high-performing team cultureWhat they are looking for:Proven success in a senior contact centre management roleExperience managing teams in a high-volume, customer-focused environmentStrong leadership and performance management skillsData-savvy and confident working with KPIs and service metricsExperience with CRM systems, contact centre platforms, and omnichannel supportCollaborative approach with clients and internal teamsTrack record of implementing change and driving service improvementsBonus: Experience in FMCG, marketing services, or multilingual operationsThis is a fantastic opportunity to make a real impact in a growing business where customer experience is at the heart of everything we do.If you are interested in this role of Customer Service Manager, click apply now and a member of the team will be in touch.NRG is an equal opportunities employer committed to promoting a diverse and inclusive workplace. We oppose all forms of unlawful or unfair discrimination on the grounds of any protected characteristic. Our aim is to create an environment that encourages diversity, builds on individual differences, and responds equitably to the needs of all. We proactively take steps to fulfil our legal obligations, remove barriers, monitor for fairness, reflect the communities we serve, and enforce a zero-tolerance policy for breaches of our Equality and Diversity policy.