Customer Service Team Manager

About the role

SGN is seeking an experienced Customer Service Team Manager to lead its new Customer Service Centre in Glasgow. You will coach and develop a team of Customer Service Advisors, ensuring a supportive environment that delivers exceptional outcomes for customers, especially those in vulnerable situations.

Key responsibilities

• Lead, coach and develop a team of Customer Service Advisors, fostering an inclusive and engaging workplace.
• Drive outstanding customer service across all channels, meeting satisfaction and performance targets.
• Ensure compliance and high‑quality interactions through performance insights, quality assurance and regular feedback.
• Identify and implement improvements to enhance the customer experience.
• Collaborate with senior leadership to shape team processes and new ways of working.

Required profile

• Proven experience managing customer service or call‑centre teams.
• Strong leadership skills with a passion for developing people.
• Ability to create a positive, high‑performing environment.
• Excellent communication and coaching abilities.

Required skills

What we offer

• Competitive salary £35.9k‑£44.4k per annum (dependent on skills and qualifications).
• Hybrid working model.
• Joint‑contribution pension (12% total).
• Enhanced maternity & family leave, life assurance, HolidayPlus.
• Virtual GP, Employee Assistance Programme, retail and leisure discounts.