Shift: Sunday 6.30am to 3.30pm, Monday to Wednesday 7am 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.
- 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 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
Skills Required
- Experience in a similar Customer Service Management role
- Contact centre experience
- Ability to deliver best-in-class customer service with customer-focused decision making
- Ability to inspire and motivate teams and lead by example
- Positive, can-do mindset and collaborative approach
- Expertise in Power BI
- Flexibility and comfort with change
- Strong planning, organising, and prioritising skills
- Proficiency in data interpretation and using insights to drive improvements
- Willingness/ability to travel occasionally to Manchester and other sites
What We Do
BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. The company supports the heroes on the frontlines of health care by developing innovative technology, services and solutions that help advance both clinical therapy for patients and clinical process for health care providers. BD and its 65,000 employees have a passion and commitment to help improve patient outcomes, improve the safety and efficiency of clinicians’ care delivery process, enable laboratory scientists to better diagnose disease and advance researchers’ capabilities to develop the next generation of diagnostics and therapeutics. BD has a presence in virtually every country and partners with organizations around the world to address some of the most challenging global health issues. By working in close collaboration with customers, BD can help enhance outcomes, lower costs, increase efficiencies, improve safety and expand access to health care. In 2017, BD welcomed C. R. Bard and its products into the BD family. For more information on BD, please visit bd.com.
