Team Manager

We’re looking for an experienced Customer Service Team Manager to lead, coach and develop a team of Customer Service Advisors within a busy omni-channel contact centre. You’ll play a key role in driving high performance, improving customer satisfaction and creating a positive, motivated team environment.

Key Responsibilities Lead, coach and develop a team of Customer Service Advisors. Drive performance against KPIs including CSAT, quality and productivity. Conduct regular 1-to-1s, coaching sessions and performance reviews. Manage attendance, performance and day-to-day employee relations. Monitor live contact centre performance and respond to operational issues. Identify training needs and support continuous improvement. Create a positive, inclusive and high-performing team culture.

Work with wider Customer Experience teams to improve processes and customer journeys. About You Proven experience managing, coaching and developing customer service teams. Strong understanding of contact centre KPIs, reporting and performance management. Confident having challenging conversations and providing honest, constructive feedback. Passionate about delivering excellent customer experiences. Target-driven with a strong focus on continuous improvement. Excellent communication, organisation and problem-solving skills.

The Details Hybrid working – minimum 1 day per week onsite Up to £35,000 DOE  Bonus &Benefits 40 hours per week - Rotational Monday–Friday: 8am–8pm Saturday–Sunday: 8:30am–5pm This is a fantastic opportunity for an experienced contact centre leader looking to join a growing organisation and make a real impact across customer experience, team performance and colleague development.