Customer Services Manager

Role: Customer Services Manager

Full time - Permanent

Location: Gateshead

Start date: ASAP

The role

We have an exciting opportunity for an experienced and dynamic Customer Services Manager who is enthusiastic about providing exceptional customer care and is committed to championing the customer's voice. The successful candidate will be responsible for the day-to-day management and delivery of the customer services function and support the customer services event team in delivering the highest level of service.

Main Responsibilities

• Implement customer service procedures, policies, and best practice standards across the customer services function.
• Lead the creation and execution of all outbound service-related customer communications.
• Oversee all customer facing communication channels and managing the event customer services team.
• Own and manage the service CRM (Freshdesk) reporting on SLAs, response rates and team efficiency, using this data to drive improvements.
• Collaborate closely with marketing to oversee customer service across all social media channels.
• Plan and manage team resource to meet demand across the events season, supporting with recruitment and onboarding whilst maintaining consistency in customer care levels throughout busy periods.
• Manage event day staffing schedules, logistics and delivery of customer facing information.
• Continuously evaluate and challenge processes and procedures to ensure they deliver the highest level of service.
• Using a high level of autonomy to shape and develop the department in line with the culture and values of the business.

About The Great Run Company

“We started the Great North Run in 1981 because we were runners - and if you’re a runner you want everybody to run.” - Brendan Foster, President & Founder

The Great Run Company is the UK’s biggest mass participation sport business, home to the Great North Run, the world’s largest half marathon. Every year we inspire over 200,000 people to take part in events in cities all over the country accompanied by world class athletes.

We are also home to FilmNova, the TV production arm of the Great Run Company, producing programmes and events for clients including BBC Sport, Channel 4, UEFA, Olympic Broadcasting Services, IAAF, European Athletics and British Triathlon.

The Great Run Company welcomes everyone and anyone who is inspired to get active.

Our values

Teamwork, Excellence, Accountability and Ambition are lived and breathed by the team at Great run. We work hard as one team to ensure every event that we deliver is the best it can be, creating an amazing experience for our participants, partners, charities, and our employees.

What we offer

You’ll receive a competitive salary, with an annual holiday entitlement of 25 days plus bank holidays.

We value your diversity and individuality and want to support your life choices whilst rewarding you for your dedication to us. This includes:

• Workplace contributory pension scheme operated through salary sacrifice, enabling you to get ahead in planning and saving for your future.
• Employer funded life assurance scheme.
• Private Healthcare
• Employee Assistance Programme, providing advice, information, services, and training to help and support you deal with events and issues in your work and personal life.
• Salary Sacrifice Cycle to Work Scheme.
• Volunteering policy, enabling you to support the causes most important to you
• Great run Company event entry benefits and competitor event entries (up to £100 per person per year)
• Open, modern, and friendly working environment with a strong culture
• Informal and relaxed dress code
• Twice a year company conference events and Christmas party, celebrating our successes and all fully company funded.

Additional Information

• Travel nationally to attend events and oversee the customer service delivery. Any days worked on a weekend; compensatory rest days will be received back for.

Our ideal candidate will have the following qualities:

• Experienced customer services professional.
• Desirable – previous line management experience.
• Experience using CRM platforms.
• A natural leader with the ability to influence others.
• Customer centric and commercially astute.
• Exceptional customer service skills.
• Excellent written and verbal communication skills.
• Demonstrates a flexible approach with a solution-focused mindset.
• Valid right to work in the UK.

At Great Run we are committed to ensuring our recruitment process is accessible to all so that every applicant has a fair opportunity. During any stage of the application process, we are happy to make any adjustments that may support you if required. Please contact the HR team Sign in to view email if reasonable adjustments are required.

• Closing date: 5th August 2026