Call Centre Team Leader: Customer Experience

Call Centre Manager

Location: Kingston upon Thames
Company: Cardo Group
Salary: Competitive, up to £45,000 (depending on experience)

Cardo Group is committed to delivering high-quality property maintenance and support services, with a strong focus on customer satisfaction and community engagement. We pride ourselves on putting residents first and creating positive, lasting relationships.

We are looking for a proactive and people-focused Call Centre Manager to lead a small team of 6 Call Handlers in our Kingston office. You will play a key role in ensuring excellent service delivery, effective complaint resolution, and meaningful resident engagement.

• Manage, motivate, and support a team of 6 Call Handlers to deliver outstanding customer service
• Oversee day-to-day call centre operations, ensuring performance targets and service levels are met
• Handle and resolve escalated complaints efficiently and professionally
• Drive improvements in resident engagement and satisfaction
• Monitor call quality, provide coaching, and implement continuous improvement strategies
• Produce performance reports and identify trends to inform service improvements
• Collaborate with internal teams to ensure a seamless customer experience

• Proven experience in a call centre or customer service management role
• Strong background in handling complaints and resolving complex customer issues
• Excellent leadership and team development skills
• Passion for delivering high-quality customer service and resident engagement
• Strong organisational and problem-solving abilities
• Comfortable working in a fast-paced environment

• Competitive salary up to £45,000
• Opportunity to lead a close-knit, supportive team
• A role where you can make a real impact on customer experience
• Career development within a growing organisation

If you’re a driven leader with a passion for customer service and team development, we’d love to hear from you.