Job Description

Shift: Sunday 6.30am to 3.30pm, Monday to Wednesday 9am to 6.30pm (36 hours per week)
Salary: £30,073 per annum
Location: Radar Road, Leicester

The role:

As a Customer Service Manager within our International department, you’ll lead, motivate, and inspire a team of passionate Advisors to deliver best-in-class service. Working collaboratively with the wider Operations team, you’ll drive excellence, create a culture of success, and make a real impact on our customers worldwide.

With a growing customer base of over 1.5 million internationally, there's never been a better time to become part of the International team.

What you’ll take on:

• Motivating & Coaching: Support your team daily, ensuring they achieve best-in-class standards through encouragement and expert guidance.
• Developing Talent: Set clear objectives, provide meaningful feedback, and run engaging 1-2-1s to help your team grow.
• Driving Performance: Manage attendance and performance challenges with a proactive approach, using HR procedures where needed.
• Customer Focused: Regularly review customer interactions, low-scoring surveys, and unresolved cases, taking swift action to improve outcomes.
• Drive Recruitment: Support the recruitment process to ensure the right talent is brought into the team.
• Lead by Example: Stay hands-on by assisting with customer calls when needed, staying in touch with the day-to-day operations.
• Ensure Performance: Provide support to the Duty Desk as required, ensuring SLA and Lost Calls remain within target.
• Collaborative Leadership: Work closely with peers and Senior Managers to ensure smooth handovers and clear priorities.
• Maintain Service Excellence: Partner with your Assistant Operations Manager to monitor staffing levels and service targets, ensuring they consistently meet expectations.
• HR Collaboration: Alongside HR, you’ll lead investigations and disciplinary hearings as needed, ensuring fair and consistent processes.

What you'll bring:

• Experience in a similar Customer Service Management role
• Contact Centre experience is preferred
• Strong ability to recognise and deliver best-in-class service with the customer at the centre of decisions
• Inspire and motivate teams through leading by example
• Positive, can-do mindset with a focus on collaborative goals
• Expertise in Power BI for data-driven, targeted decision-making
• Naturally flexible, committed, and comfortable with embracing change
• Strong planning, organising, and prioritising skills to manage workloads dynamically
• Proficient in data interpretation and using insights to drive improvements
• Occasional travel to our Manchester contact centre hub.

Please note, travel to Manchester and other sites may be required for this role.

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.

Next is proud to be a Disability Confident Employer (Level 2). We’re committed to building an inclusive, inspiring workplace where everyone feels respected, valued, and a true sense of belonging. Our aim is to support every individual to reach their full potential, whoever they are. If you have any questions about our commitment to diversity and inclusion, please feel free to contact our friendly recruitment team on Nextonline_careers@next.co.uk.

You know Next, but did you know we’re a FTSE-100 retail company employing over 35,000 people across the UK and Ireland. We’re the UK’s 2nd largest fashion retailer and for Kidswear we’re the market leader. At the last count we have over 500 stores, plus the Next Online and it’s now possible to buy on-line from over 70 countries around the world! So we’ve gone global!