Axil
Customer Service Manager
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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.
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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.
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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
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