Customer Resolution Team Mananger

Customer Resolution Team Manager

Stratford-upon-Avon

40 hours per week (Monday to Friday) 1 day WFH

£30,500-£34,000 per annum DOE

Our client is a leading UK provider of field service solutions, delivering external agency services primarily to the utilities sector. With a strong focus on compliance and customer satisfaction, they offer a dynamic and professional environment from their Head Office based in Warwickshire.

A fantastic opportunity has arisen for a confident, enthusiastic, and motivated individual to join the operational management team as a Customer Resolution Team Manager. You will be responsible for managing a team of 6-8 staff who support customers facing challenges with account resolutions and payment arrangements.

This role requires strong leadership skills, the ability to drive performance, and a customer-focused approach to ensure all client and internal service standards are met. You’ll also contribute to continuous improvement through project work and process development.

• Lead, motivate and support a team to achieve service levels and performance targets.
• Oversee daily work allocation and monitor completion in line with client and internal requirements.
• Conduct regular coaching sessions, one-to-ones, and team meetings.
• Monitor and support inbound and outbound call activity, handling customer interactions when needed.
• Perform quality checks, including call audits, and provide feedback to ensure consistent service standards.
• Use root cause analysis to improve team and customer outcomes.
• Manage team absences, performance issues, and act as the first point of escalation.
• Work closely with clients and internal departments to maintain strong relationships.
• Support departmental management with projects and improvements.
• Ensure compliance with company policies, data security, and regulatory requirements.

• Proven experience in a team leader or team manager role.
• Strong people management and coaching skills.
• Excellent communication and interpersonal abilities.
• Highly organised, with a proactive and solution-focused mindset.
• Comfortable working in a fast-paced, target-driven environment.
• Proficient in using IT systems and management tools.
• Adaptable and able to manage change effectively.

• Experience in debt resolution or collections (not essential).

• A supportive and collaborative team environment.
• Opportunities for development and contribution to business improvements.
• Involvement with a respected and regulated service provider.