About the role

An exciting opportunity has arisen for an experienced Customer Service Manager to join a growing business in Manchester City Centre. This is a newly created role due to continued expansion within the customer service function, offering the chance to make a real impact in a fast-paced, highly regulated environment.

Leading a frontline customer service team, you will be responsible for driving performance, managing KPIs, improving service standards, and supporting the handling of first-line customer complaints. This role would suit a hands on people manager who thrives in a data driven environment and is passionate about team development and operational excellence.

Key Responsibilities

• Manage and motivate a frontline customer service team within a regulated environment

• Monitor and drive performance against KPIs and service targets

• Analyse performance data and produce actionable insights and reports

• Support the management of first-line complaints and ensure excellent customer outcomes

• Coach, train and develop team members to maximise performance and engagement

• Identify process improvements and support operational efficiencies

• Maintain high standards of compliance and customer service delivery

Requirements

• Previous experience managing a customer service team within an regulated environment is essential

• Minimum of 18 months’ people management experience

• Strong experience working within a heavily KPI driven environment

• Confident managing performance data, reporting and analytics

• Excellent communication and leadership skills

• Training and development experience would be highly advantageous

• Ability to work in a fast-paced, office-based environment

What’s on Offer

• Salary of £37,000–£40,000

• Up to 10% annual bonus

• Opportunity to join a growing team in a newly created role

• Career progression and development opportunities

• Central Manchester location

If you are an ambitious customer service leader looking for your next challenge within a growing business, we would love to hear from you.

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.