Customer Services Manager - Home

As Customer Service Manager within our Home operations at NEXT, you will lead and coach a team of Home Customer Service Advisors to deliver best-in-class service, setting clear standards and creating an environment where everyone can develop.

Working collaboratively with the wider Operations team, you’ll drive excellence, create a culture of success, and make a real impact for our customers.

Responsibilities

• Coaching and development: Lead and coach your team daily, running purposeful 1-to-1s, giving constructive feedback and supporting colleagues to achieve their potential.
• Service standards: Review customer interactions, survey insights and complex cases to take swift, practical action.
• Data-led decisions: Use operational data and tools such as Power BI to identify trends, improve daily performance and resolve service issues.
• Collaborative leadership: Partner with Assistant Operations Managers and international peers to coordinate shift handovers, manage resource levels and maintain service level targets.
• Hands-on operational support: Support the Duty Desk during peak periods and stay close to daily Advisor work to understand the customer experience firsthand.
• Fair and consistent processes: Manage attendance and performance proactively, partnering with HR to carry out honest, balanced workplace procedures.
• Talent attraction: Support recruitment to welcome talented new colleagues to the team.

Requirements

• Management experience: Proven experience leading and supporting teams in a customer service environment.
• Customer value focus: Strong commercial awareness to recognise and deliver quality service that puts customer value at the centre of decisions.
• Inspiring leadership: An approachable, respectful style that inspires and motivates teams by setting a positive example every day.
• Collaborative mindset: A positive, solution-focused attitude with a commitment to working towards shared team and operational goals.
• Technical expertise: Proven expertise in Power BI to make confident, data-driven decisions that resolve issues and drive operational improvements.
• Adaptable approach: Flexibility, commitment and ease with adapting to change in a fast-paced contact centre operation.
• Organisation and planning: Strong planning, organisation and prioritisation skills to balance competing workloads dynamically.
• Data interpretation: Proficient ability to interpret insights, recognise patterns and apply findings to improve team performance.

Benefits

• 25% off most NEXT, MADE, Lipsy, Gap and Victoria's Secret products
• 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