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Customer Service Team Manager
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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.
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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.
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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.
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