Technical specialist Work, Jobs in Spennymoor, Dur (with Salaries)

Customer Success Manager
Finnmark Limited —Spennymoor
- From £35,000 a year
- Full-time
- CRM software
- Presentation skills
- Continuous improvement
- Free parking
- Annual leave
Quick apply
4d
Ecommerce and Trading Manager
Cedarcrest Global Trading Limited —Newton Aycliffe
- £42,000 - £46,000 a year
- Full-time
- Social media management
- Merchandising
- In-person
- Free parking
- Employee discount
Quick apply
11d
Technical and Support Officers
Durham County Council —Durham
- £30,024 - £33,699 a year
- Weekend availability
- Hybrid work
- Customer service
- Analysis skills
- Continuous improvement
- Annual leave
Project and Operations Coordinator ( Maternity Cover Oct 26 to Mar 28)
Gilligan Engineering Services —Jarrow
- £36,000 - £38,000 a year
- Full-time
- CRM software
- Travel
- In-person
- Annual leave
Quick apply
9d
Digital Forensic Unit Technician (NEROCU)
Northumbria Police —Sunderland
- £28,689 - £29,859 a year
- Full-time
- Employee discount
- Sick pay
Graduate Project Manager (Energy) - Newcastle - 2027
Stantec —Newcastle upon Tyne
- Hybrid work
- Bachelor's degree
- Business
Technical Support Specialist (Hybrid)
CameraMatics —Darlington
- Hybrid work
- Computer Science
- Computer networking
- Organisational skills
Machine Shop & Engine Engineering Manager
Cartech Autocentre | Cleasby Engine Services —Durham
- £45,000 - £50,000 a year
- Full-time
- Management
- Continuous improvement
- Quality control
Quick apply
10d
Chief Technology Officer
North Tyneside Council —North Tyneside
- £73,599 a year
- Full-time
- Leadership
6d
Service Delivery Supervisor - North East
HSL Compliance Limited —Durham
- £32,000 - £34,000 a year
- Team management
- Training & development
- Annual leave
- Sick pay
Quick apply
Account Manager - North East or North Yorkshire
HSL Compliance Limited —Durham
- CRM software
- Supervising experience
- Team management
- Annual leave
- Sick pay
Quick apply
IT Service Delivery Analyst
Newcastle Building Society —Newcastle upon Tyne
- Full-time
- Hybrid work
- Continuous improvement
- Analytics
- Annual leave
- Employee assistance programme
12d
Sustainability Compliance Officer
Equans —Durham
- Full-time
- Travel
- Annual leave
- Employee assistance programme
13d
Junior Web Developer
Mediaworks —Newcastle upon Tyne
- Full-time
- Communication skills
- Annual leave
9d
Continuous Improvement and Digital Expert (Quality Systems) - 18-month Fixed Term Contract (FTC) / Secondment
GlaxoSmithKline —Barnard Castle
- Full-time
- Engineering
- Continuous improvement
- Computer skills
Financial Intelligence Officer - NEROCU
Northumbria Police —Sunderland
- £30,276 - £32,613 a year
- Full-time
- Organisational skills
- Communication skills
- Work from home
- Employee discount
Post-Fusion Operator
Krystal Technology —Wallsend
- £28,657 a year
- Day shift
- Forklift
- Continuous improvement
- Quality control
Quick apply
Extra Works Manager
OCS Group —Newcastle upon Tyne
- Monday to Friday
- Management
- Project management
- Quality control
Quick apply
10d
Site Supervisor
St Astier Limited —Seaham ED
- £38,750 - £50,000 a year
- Full-time
- Computer literacy
- Supervising experience
- Travel
Quick apply
6d
Government Counter Fraud Profession Centre of Learning - GCFP Learning and Development Lead
Cabinet Office —Newcastle upon Tyne
- £59,207 a year
- Full-time
- Management
- Project management
- Presentation skills
- Annual leave
13d

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Customer Success Manager

Finnmark Limited -
Spennymoor

Quick apply

Job details

Permanent | Full-time
From £35,000 a year
4 days ago

Benefits

Free parking
Casual dress
Annual leave
Company pension
On-site parking

Qualifications

CRM software
Technical troubleshooting
Customer service call handling
Inbound customer enquiry call handling
Report generation
Mentoring junior staff
Internal department liaison
Complaint handling
Performance management
Presentation skills
Continuous improvement
Continuous improvement cycles oversight
Team management
Technical support incident logging
Management reporting
Customer support
Professional development mentoring
Customer interaction
Multidisciplinary collaboration
Training & development
Communication skills
Help desk

Full job description

Job Title: Customer Success Manager

Department: Customer Success (Customer Service / Technical Support)
Reports To: Sales Manager & Directors
Location: Full-Time, On-Site – Spennymoor, Durham
Salary: £35,000

Role Overview

The Customer Success Manager owns the full customer journey, leading a small team (currently 2 x Customer Service Executives and 2 x Technical Support Executives) to ensure every interaction, from general enquiries to technical troubleshooting, is handled efficiently, professionally, and to the highest standard.

We've learned our best managers are those who've "done the doing." This is a hands-on role: you'll learn your team's day-to-day work and get stuck in alongside them, leading by example, while also driving improvements in processes, systems, and cross-department collaboration. Expect roughly a 50/50 split between management and hands-on support.

Key ResponsibilitiesTeam Leadership & Management

Manage, support, and develop a team of 4 (Customer Services Executive & Technical Support Executive), which will most likely grow over time
Set clear expectations, KPIs, and performance standards
Conduct regular 1:1s, reviews, and ongoing coaching
Foster a positive, accountable, and high-performance team culture
Become a trusted advisor to the senior leadership team

Customer Experience Ownership

Take ownership of the end-to-end customer journey, including after-sales support
Ensure all customer enquiries are handled promptly and effectively via phone and email
Step in to help resolve escalated or complex customer issues where required, or proactively mentor your team to “own” these cases themselves where applicable, with your guidance and support
Maintain a consistently high level of customer satisfaction and brand experience

Proactive Operational & Process Improvement

Develop, implement, and refine customer service processes and systems
Identify inefficiencies and introduce scalable solutions
Build and maintain internal documentation, SOPs, and knowledge bases
Drive continuous improvement initiatives across customer service and technical support

Technical & Product Support Oversight

Oversee all technical support cases, ensuring accurate diagnosis and timely resolution
Support the team with complex troubleshooting when required
Ensure proper logging and tracking of technical issues, trends, and resolutions
Work closely with suppliers and internal teams to resolve recurring product or technical issues

Cross-Department Collaboration

Act as the central link between Customer Service and other departments, including:
Warehouse & Stock
Logistics & Delivery
Sales & Projects
eCommerce & Marketing
Ensure smooth communication and alignment across all departments
Support internal teams with customer insights and feedback

Reporting & Performance Tracking

Monitor team performance, case volumes, response times, and resolution metrics
Produce weekly & monthly reports for managers & board meetings on:
Customer service performance
Technical issues by product/category
Recurring problems and root causes
Use data to inform decisions and improvements

Systems & CRM Management

Ensure accurate and consistent use of CRM systems across the team
Maintain high-quality customer records and case tracking
Help implement and optimise tools such as CRM platforms, AI chat systems, stock systems, and workflow tools

Hands-On Support

Operate and assist with general customer enquiries via email and telephone, especially during busy periods
Support order queries, returns, replacements, and delivery coordination
Provide basic technical assistance when needed, or direct these toward our technical support specialists where appropriate

What We're Looking For

Someone who has genuinely managed people before, not just been a senior individual contributor, and who understands both customer service and technical support environments. We want a leader who earns credibility by doing the job alongside their team, not by directing from a distance.

Essential Experience & Skills

3+ years' experience managing or supervising a team (ideally 4+ direct reports), including setting KPIs, running 1:1s, and performance management
Background in customer service, customer support, or technical support, ideally in a fast-paced, high-volume environment (phone and email)
Proven ability to delegate effectively while remaining hands-on when required
Experience onboarding, training, and developing new starters
Confident handling escalated or complex customer complaints and de-escalating difficult situations, via telephone and email
Experience working with CRM systems and maintaining accurate case/record tracking with ease
Strong written and verbal communication skills, with the ability to produce clear reports for senior leadership
Process-driven mindset, with experience building or improving SOPs, workflows, or documentation
Ability to work cross-functionally with departments like warehouse, logistics, sales, and marketing
Data-literate - comfortable using metrics (response times, resolution rates, case volumes) to drive decisions
Experience utilising AI-powered chat/support tools or workflow automation in order to maximise efficiency and productivity

Desirable Experience & Skills

Experience in eCommerce, retail, or a product-based business (bonus if home improvement, outdoor living, or similar, but not a show-stopper)
Familiarity with technical/product troubleshooting (electrical, mechanical, or similar hands-on products would be beneficial)
Previous experience scaling or growing a team as a business expands
Exposure to supplier or third-party relationship management
Experience presenting performance data at board or senior leadership level

Benefits:

Work with an industry-leading luxury sauna provider, experiencing consistent year-over-year growth.
Continuous training and coaching opportunities.
Join a skilled, energetic, and dedicated team of A-players.
28 days of annual leave, including public and bank holidays.
Option to purchase up to 10 additional holiday days via salary sacrifice.
Free on-site parking.

How to Apply:

To apply, please send your CV and a short cover letter via Indeed. Due to the high volume of applications, we are unable to respond to all candidates. Please ensure you meet the essential experience requirements before applying, as applications without relevant experience will not be considered and will not hear back from us.

Pay: From £35,000.00 per year

Benefits:

Casual dress
Company pension
Free parking
On-site parking

Application question(s):

You acknowledge this is a full time office-based role at our HQ in Spennymoor, Durham

Work Location: In person

Quick apply

Refine Your Search

technical specialist jobs in spennymoor, dur

Customer Success Manager

Ecommerce and Trading Manager

Technical and Support Officers

Project and Operations Coordinator ( Maternity Cover Oct 26 to Mar 28)

Digital Forensic Unit Technician (NEROCU)

Graduate Project Manager (Energy) - Newcastle - 2027

Technical Support Specialist (Hybrid)

Machine Shop & Engine Engineering Manager

Chief Technology Officer

Service Delivery Supervisor - North East

Account Manager - North East or North Yorkshire

IT Service Delivery Analyst

Sustainability Compliance Officer

Junior Web Developer

Continuous Improvement and Digital Expert (Quality Systems) - 18-month Fixed Term Contract (FTC) / Secondment

Financial Intelligence Officer - NEROCU

Post-Fusion Operator

Extra Works Manager

Site Supervisor

Government Counter Fraud Profession Centre of Learning - GCFP Learning and Development Lead

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