# Customer Services Manager - Home

**Company**: NEXT
**Location**: Doncaster, South Yorkshire
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Salary**: £30,073 per annum
**Category**: Customer Service
**Industry**: Retail

**Apply**: https://ekeq.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_3001/job/78149?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/customer-services-manager-home-e27c6e7e-38a/

## Description

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

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## Skills

### Required
- Power BI
- customer service
- team management
- leadership
- data analysis

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Source: [Apply at ekeq.fa.em2.oraclecloud.com](https://ekeq.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_3001/job/78149?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)