About the role

Customer Service Manager – Contact Centre

Full Time - 12 Month FTC

Gateshead

Hybrid (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.

You’ll 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.

What’s in it for you?

• Starting salary: Up to £50,000 + annual bonus scheme

• Holidays: 25 days + bank holidays + your birthday off

• 2 x Death in Service Benefit

• Private Medical Insurance

What you’ll be doing:

• Oversee day-to-day contact centre operations, ensuring service excellence and SLA delivery

• Lead, coach, and develop Team Leaders and agents to meet quality and performance goals

• Work with forecasting and planning to ensure optimal staffing and resource alignment

• Monitor and report on KPIs (AHT, FCR, CSAT, productivity, quality, etc.)

• Collaborate with clients and internal stakeholders to resolve issues quickly and professionally

• Drive continuous improvement, process optimisation, and tech adoption (e.g., chat, self-serve, omnichannel)

• Support client reviews, presenting insight and performance data

• Champion employee engagement and build a positive, high-performing team culture

What they are looking for:

• Proven success in a senior contact centre management role

• Experience managing teams in a high-volume, customer-focused environment

• Strong leadership and performance management skills

• Data-savvy and confident working with KPIs and service metrics

• Experience with CRM systems, contact centre platforms, and omnichannel support

• Collaborative approach with clients and internal teams

• Track record of implementing change and driving service improvements

• Bonus: Experience in FMCG, marketing services, or multilingual operations

This 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.