Full job descriptionCustomer Service Manager | £35,000 plus benefits | Consett- fully onsite

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.
What you’ll be doing*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.
What we’re looking for

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.
Package and details*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.