Next Plc
Customer Services Manager - International
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Customer Service Manager (International)
Shift & Hours
- Sunday: 6.30am — 3.30pm
- Monday–Wednesday: 7am — 6.30pm Total weekly hours: 36
Salary: £30,073 per annum
Location: Radar Road, Leicester
About the Role
As a Customer Service Manager within our International department, you’ll lead, motivate, and inspire a team of Advisors to deliver unparalleled service. Collaborating with the wider Operations team, you’ll drive excellence, foster a culture of success, and deliver impactful results for our global customers—serving a base of over 1.5 million individuals worldwide.
Responsibilities
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Team Leadership
- Motivate & Coach: Guide your team daily to achieve standards of excellence through engaged support and expert mentorship.
- Talent Development: Set clear goals, provide actionable feedback, and facilitate impactful one-to-one sessions to foster professional growth.
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Performance & Accountability
- Attendance & Discipline: Proactively address performance challenges and attendance issues using defined HR protocols when necessary.
- Customer Success: Regularly review customer interactions, low-scoring surveys, and unresolved cases, taking swift corrective actions to enhance outcomes.
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Recruitment & Onboarding
- Support the recruitment process to attract and onboard the right talent for the team.
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Hands-On Leadership
- Lead by example by assisting with customer calls, staying connected to daily operations, and actively participating in handling high-priority cases.
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Service Excellence
- Ensure adherence to Service Level Agreements (SLA) and lost calls targets, providing support to the Duty Desk as required.
- Work closely with your Assistant Operations Manager to monitor staffing levels and performance, aligning with global service targets.
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HR & Disciplinary Oversight
- Collaborate with HR to conduct investigations, disciplinary hearings, and ensure fair and consistent processes.
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Strategic Collaboration
- Work seamlessly with peers and Senior Managers to maintain smooth workflows and define clear priorities.
Requirements
To excel in this role, you’ll bring:
- Proven experience in a Customer Service Management position (preferably in a contact centre environment).
- A strong commitment to customer-centric service excellence, ensuring the customer remains central to all decision-making.
- Exceptional team leadership skills, motivating through personal example and setting a culture of collaboration and success.
- Dynamic problem-solving abilities coupled with flexibility to embrace change and extend yourer expertise dynamically.
- Data-driven decision-making skills (preferably with experience using Power BI to interpret and act on insights).
- Proficiency in balancing workloads and delivering results under business-critical deadlines.
- The ability to prioritise and organise your time efficiently while staying responsive to operational demands.
- Potential for occasional travel to our Manchester contact centre hub and other sites when required.
Location & Travel
- Primary base: Radar Road, Leicester
- Travel: May include periodic visits to our Manchester contact centre hub, along with other sites as required.
Next Steps
To apply:
- Submit your application via the provided link—your skills and experience will be initially assessed via CV and form submission.
- If aligned with our criteria, we’ll follow up to discuss further steps.
Policy & Workforce Compliance
- All successful applicants are subject to criminal and credit checks in compliance with our Reference Policy.
- Right to Work in UK: As part of Home Office guidance, candidates must confirm their UK work eligibility prior to commencement.
- Note: This role does not qualify for Skilled Worker visa sponsorship due to UK visa requirements.
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About Next
We pride ourselves on built on a legacy as the UK’s second-largest fashion retailer and market leader in kidswear, with over 450 stores and a growing global e-commerce presence spanning 80+ countries. Our group employs over 44,000 people, making us integral to shaping the future of global retail.
[Company Benefits Overview]:
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Staff Perks:
- 25% discount on most NEXT, MADE**, Lipsy, Gap, and Victoria’s Secret products (*when purchased through NEXT).
- Quarterly bonuses, free parking on select sites, and early VIP access to sale stock.
- 10% off partner brands, 15% off branded beauty, and network deals.
- Onsite dining discounts, Free GP access through our digital wellness portal (Wellhub), and flexible gym memberships.
- Sharesave Scheme, Direct to Work discounts, and 24-hour fresh product collections.
- Meaningful wellbeing support, including financial wellness tools and staff support networks.
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Commitment to elting all candidates equal consideration. We offer workplace adjustments for applicants with disabilities or long-term conditions.
- Request adjustments by email: [nextonline_careers@next.co.uk] (Subject: Workplace Adjustments) or call [0333 777 8166]. For voicemail inquiries, specify the purpose.
Apply now to join a team dedicated to service innovation!
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