Customer Services Manager - International

Job Description

Shift: Sunday to Wednesday 10am to 6pm & Thursday 10am to 5.45pm (36 hours per week). Flexibility can be considered on Monday, Tuesday & Wednesday

Salary: £29,197 per annum

Location: Radar Road, Leicester

As a Customer Service Manager within our International department, you will lead and inspire a team of advisors to deliver high‑quality service. Working collaboratively with the wider Operations team, you will drive excellence, cultivate a culture of success, and make a real impact on our customers worldwide.

You will partner with our international teams across Pune, Poland, and Manchester, working together to drive innovation and global growth. With a growing customer base of over 1.5 million internationally, there is no better time to join the team.

• Inspiring your team:
  Support your colleagues daily, providing the expert guidance and encouragement they need to achieve high standards.
• Developing talent:
  Set clear objectives and lead meaningful 1‑2‑1s that help your team grow and succeed.
• Driving performance:
  Take a proactive approach to managing attendance and performance, ensuring the team stays on track.
• Putting customers first:
  Review interactions and surveys to take swift, positive action that improves outcomes for our customers.
• Leading from the front:
  Stay hands‑on by assisting with customer calls when needed, keeping you connected to the day‑to‑day operations.
• Collaborative leadership:
  Partner with peers and Senior Managers to ensure smooth handovers and clear priorities.
• Maintaining excellence:
  Work with your Assistant Operations Manager to monitor staffing and ensure we consistently meet our targets.

• Experience:
  
  A proven track record of leading and motivating teams to achieve high performance, ideally within a contact centre.
• Customer focus:
  The ability to make decisions with the customer at the heart of everything you do.
• Mindset: A positive, quietly confident attitude and a focus on what we can achieve together.
• Adaptability:
  Someone who is flexible and comfortable embracing change in a fast‑paced environment.
• Insight‑driven:
  Proficient in using data to find improvements and drive the business forward.

Occasional travel to our Manchester contact centre hub will be required.

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 application.

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.

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 within the last 6 months.

NEXT is a Disability Confident Level 2 employer. 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.

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!

• 25% off most NEXT, MADE, Lipsy, Gap and Victoria's Secret products (when purchased through NEXT)
• 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…