About the Role:
Ashington is a practical and growing location for business support, online services, and customer operations, and at Jeypent Business Solutions Ltd, we bring that same reliable and service focused approach to the way we support our customers. We believe that customer service is not just about answering calls or replying to emails. It is about solving problems, building trust, and making every customer interaction feel clear, professional, and helpful.
We are looking for a Customer Service Team Manager who can take ownership of our daily customer support operations. You will lead a small team of customer service advisors, support service quality, monitor performance, and help ensure that customers receive timely and accurate assistance.
You are not just managing a team. You are setting the standard for how our customers experience the business.
Why Work With Us?
The Environment:
Our office is based in Ashington, offering a professional and supportive workplace where teamwork, clear communication, and reliability are valued.
Customer Service Focus:
We understand that strong customer service is one of the most important parts of our business. You will have the opportunity to improve team performance, support customer satisfaction, and help shape the way we deliver service.
Modern Tools:
We use digital systems for customer records, email support, reporting, and internal communication. You should be comfortable working with customer service platforms, spreadsheets, and basic reporting tools.
Growth:
You will have the chance to develop your leadership skills, coach team members, and contribute ideas that improve our daily operations.
Key Responsibilities:
Team Leadership:
Lead, guide, and support a team of customer service advisors. Monitor daily performance, attendance, productivity, and service quality.
Customer Support Operations:
Oversee customer enquiries through phone, email, and online channels. Make sure issues are handled professionally and resolved within expected timeframes.
Quality Monitoring:
Review customer interactions, provide constructive feedback, and help improve the accuracy, tone, and consistency of customer responses.
Training and Coaching:
Support new and existing team members through training, coaching, and regular performance conversations.
Reporting:
Prepare basic reports on team performance, customer issues, response times, and service trends.
Escalation Handling:
Manage complex customer concerns and escalations in a calm, professional, and solution focused manner.
Process Improvement:
Identify areas where customer service processes can be improved. Work with management to make support operations more efficient and reliable.
What We Are Looking For:
Experience:
Previous experience in customer service, customer support, or team supervision. Experience leading or mentoring a small team is preferred.
Communication Skills:
Strong spoken and written English. You should be able to communicate clearly with customers, team members, and management.
Leadership:
You are able to motivate a team, provide constructive feedback, and keep people focused on service goals.
Organisation:
You can manage daily tasks, team priorities, schedules, reports, and customer issues while maintaining attention to detail.
Problem Solving:
You stay calm under pressure and can find practical solutions to customer concerns.
Mindset:
You are professional, dependable, and service focused. You understand that good customer service means being patient, accurate, and consistent.
Pay: £2,400.00-£2,900.00 per month
Work Location: In person
