Job Description

Job Category: Customer Services
:
Shift: Monday to Thursday 9am to 5pm & Friday 9am to 4.45pm (36 hours per week)
Salary: 29,197 per annum
Location: Radar Road, Leicester
As a Customer Service Manager within our International department, you'll lead, motivate, and inspire a team of passionate Advisors to deliver best-in-class service. Working collaboratively with the wider Operations team, you'll drive excellence, create a culture of success, and make a real impact on our customers worldwide.
You will also have the exciting opportunity to collaborate with our international teams across Pune, Poland and Manchester, working together to drive innovation, success, and global impact.
With a growing customer base of over 1.5 million internationally, there's never been a better time to become part of the International team.
What you'll be doing:

• Motivating & Coaching: Support your team daily, ensuring they achieve best-in-class standards through encouragement and expert guidance.
• Developing Talent: Set clear objectives, provide meaningful feedback, and run engaging 1-2-1s to help your team grow.
• Driving Performance: Manage attendance and performance challenges with a proactive approach, using HR procedures where needed.
• Customer Focused: Regularly review customer interactions, low-scoring surveys, and unresolved cases, taking swift action to improve outcomes.
• Drive Recruitment: Support the recruitment process to ensure the right talent is brought into the team.
• Lead by Example: Stay hands-on by assisting with customer calls when needed, staying in touch with the day-to-day operations.
• Ensure Performance: Provide support to the Duty Desk as required, ensuring SLA and Lost Calls remain within target.
• Collaborative Leadership: Work closely with peers and Senior Managers to ensure smooth handovers and clear priorities.
• Maintain Service Excellence: Partner with your Assistant Operations Manager to monitor staffing levels and service targets, ensuring they consistently meet expectations.
• HR Collaboration: Alongside HR, you'll lead investigations and disciplinary hearings as needed, ensuring fair and consistent processes.

What we are looking for:
We are looking for someone who is as passionate about people management and customer service as we are.

• Experience in a similar Customer Service Management role
• Strong ability to recognise and deliver best-in-class service with the customer at the centre of decisions
• Inspire and motivate teams through leading by example
• Positive, can-do mindset with a focus on collaborative goals
• Expertise in Power BI for data-driven, targeted decision-making
• Naturally flexible, committed, and comfortable with embracing change
• Strong planning, organising, and prioritising skills to manage workloads dynamically
• Proficient in data interpretation and using insights to drive improvements
• Occasional travel to our Manchester contact centre hub.

What's Next?
Press the apply button now to start your application. Once you have applied for the job, we will initially consider your skills and experience based on your CV and application. If you match our criteria we will be in touch regarding the next steps.
All successful applicants will be subject to criminal & credit checks in line with our Reference Policy. In order to apply for this position you must not have had an unsuccessful application for a similar role in 6 months.
In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. This role is not one we would typically consider for sponsorship under the Skilled Worker route due to, for example, the relevant Home Office requirements on skills level, not being met. Candidates are therefore encouraged to consider their own right to work options without Next sponsorship.
Next is proud to be a Disability Confident Employer (Level 2). We're committed to building an inclusive, inspiring workplace where everyone feels respected, valued, and a true sense of belonging. Our aim is to support every individual to reach their full potential, whoever they are. If you have any questions about our commitment to diversity and inclusion, please feel free to contact our friendly recruitment team on Nextonline_careers@next.co.uk.
About Us: You know Next, but did you know we're a FTSE-100 retail company employing over 35,000 people across the UK and Ireland. We're the UK's 2nd largest fashion retailer and for Kidswear we're the market leader. At the last count we have over 500 stores, plus the Next Online and it's now possible to buy on-line from over 70 countries around the world! So we've gone global!
About the Team:

• 25% off most NEXT, MADE*, Lipsy*, Gap* and Victoria's Secret* products (*when purchased through NEXT)
• Quarterly bonuses
• Free parking on Next authorised sites
• Early VIP access to sale stock
• Access to fantastic discounts at our Staff Shops
• 10% off most partner brands & up to 15% off Branded Beauty
• Restaurants with great food at amazing prices
• Hot deals and exclusive offers from over 3,500 retailers through our online benefits platform
• Access a digital GP and other free health and wellbeing services
• Sharesave scheme
• Financial Wellbeing - Save, track and enhance your financial wellbeing
• Direct to Work - Discount online and instore, collect your items the next day for free from your place of work or local store
• Support Networks - Access to Network Groups to empower and celebrate each other
• Wellhub - Discounted flexible monthly gym memberships, with apps, PT sessions and more

Conditions apply to all benefits. These benefits are discretionary and subject to change.
?We aim to support all candidates during the application process and are happy to provide workplace adjustments when necessary. Should you need support with your application due to a disability or long-term condition, feel free to get in touch with us by email nextonline_careers@next.co.uk (please include 'Workplace Adjustments' in the subject line), or call us on 0333 777 8166 and leave a voicemail.

Skills Required