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