Customer Service Manager in Consett - Optimise Talent Ltd

Are you a customer service leader who enjoys improving processes, solving problems and building high-performing teams?

We are looking for a proactive, commercially minded Customer Service Lead to take ownership of a growing customer service function within an ambitious and fast-moving energy services business. THIS IS A BRAND NEW ROLE.

This is a genuine build and shape opportunity. You will not be stepping into a finished department with rigid processes already in place. Instead, you will work hands-on with customers from day one while helping to create the systems, standards, reporting and team structure needed for exceptional service at scale.

The business already has a strong customer reputation and an expanding customer base. As growth continues, customer service is becoming a critical operational priority - making this a visible, influential role with clear scope for progression.

• Responsible for 1 customer service advisor
• Managing and resolving customer queries by phone and email.
• Handling more complex issues involving energy suppliers, billing and account queries.
• Improving customer service processes, workflows and escalation routes.
• Creating service reporting and tracking KPIs such as response times, resolution rates and repeat queries.
• Identifying recurring issues and supplier trends, then driving practical improvements.
• Supporting the development of customer service technology, CRM processes and automation.
• Helping to build a scalable, high-performing customer service team as the business grows.

You will have customer service leadership experience and be confident working in a business where you can make a real difference. You may currently be a Customer Service Team Leader, Senior Customer Service Advisor, Customer Experience Lead or similar, ready for a broader opportunity.

You’ll be someone who:

• Enjoys getting involved in customer issues while improving the bigger picture.
• Has experience improving service processes and performance.
• Can use data and reporting to identify priorities and measure success.
• Is confident managing difficult or complex customer queries.
• Brings energy, ideas and a continuous-improvement mindset.
• Thrives in an entrepreneurial, non-corporate environment.
• Wants to build a function and progress with a growing business.

• Salary: £35k basic, with quarterly bonus based on key SLAs for the customer service department
• Location: Consett, County Durham
• Working pattern: Office-based, Friday, 8.30-4.30pm
• Progression: Clear opportunity to develop including Head of Customer Experience
• Interview process: In-person interview, including a short presentation exercise

If you are looking for a role where you can combine hands-on customer service leadership with the opportunity to build and improve a function from the ground up, I would love to hear from you.