Job Description

Salary: £30,073 per annum

Shift: 4 on 4 off, 9.15am to 8pm weekdays and 8.15am to 7pm weekends (35.88 hours per week)

Contract: Permanent

Location: Doncaster, Yorkshire

The role:

As Customer Service Manager within our Home operations, 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.

What you’ll take on:

• 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.

What you’ll bring:

• 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.

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.

You know Next, but did you know we’re a FTSE-100 retail company employing over 44,000 people across the Next group. We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 450 stores, plus the Next Online and it’s now possible to buy on-line from over 80 countries around the world! So we’ve gone global!