Customer Services Manager

About the role

We are seeking a proactive Customer Services Manager to lead a small but busy team of two Customer Services Advisors in Newcastle upon Tyne. The role combines hands‑on management with strategic oversight of a high‑volume customer service operation supporting business clients and event participants.

Key responsibilities

• Lead, manage and develop a team of two Customer Services Advisors, providing day‑to‑day coaching and support.
• Act as the primary escalation point for complex enquiries and challenging situations.
• Maintain service standards in a high‑traffic environment, ensuring consistent delivery.
• Own the customer journey, identifying and implementing process improvements.
• Analyse post‑event reports, customer feedback and NPS data to drive continuous improvement.
• Collaborate with Marketing and Events managers to ensure smooth event delivery.
• Serve as the main contact for businesses participating in events and programmes.
• Produce quarterly reports, maintain accurate records and manage documentation.
• Monitor team performance and workload, allocating resources effectively.
• Support wider business operations and foster an “all hands on deck” culture.

Required profile

• Organised, resilient and adaptable leader who thrives in a fast‑paced environment.
• Proven experience managing or supervising a customer service team.
• Strong customer service and relationship‑management abilities.
• Ability to remain calm under pressure and balance operational priorities.

Required skills