Customer Service Team Manager

About the role

An exciting opportunity for an experienced Customer Service Team Manager to lead a rapidly growing customer contact operation within an award‑winning company. You will work closely with Heads of Department and senior management to drive continuous improvement and foster a performance‑focused culture.

Key responsibilities

• Leading, coaching and developing a high‑performing customer service team.
• Creating a positive, engaged and performance‑focused team culture.
• Monitoring and improving team performance against agreed SLAs and KPIs.
• Identifying and implementing best practice and continuous improvements.
• Working with Heads of Department and Senior Management to support wider business objectives.
• Managing and resolving escalated customer enquiries where required.
• Identifying training and development opportunities to continually enhance team capability.
• Encouraging collaboration, innovation and the sharing of best practice across the team.
• Contributing to the ongoing development of the customer service strategy and operation.

Required profile

• Proven experience leading and developing a customer service team.
• Passionate about delivering an exceptional customer experience.
• Ability to motivate, coach and develop individuals.
• Strong understanding of performance management, SLAs and KPIs.
• Organised, adaptable and able to prioritise effectively.
• Confidence dealing with escalated customer issues.
• Ability to identify opportunities for continuous improvement and implement change.
• Strong communicator able to work with colleagues at all levels.
• Thrives in a fast‑paced, growing business.

What we offer

• Monday to Friday, 9:00 am–5:30 pm office hours – no weekends.
• Contributory pension scheme.
• Competitive annual leave entitlement plus Bank Holidays.
• Healthcare plan.
• Life assurance.
• Employee of the Quarter and Year awards.
• Regular team and company social events.