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Customer Service Team Manager


  • Salary: £28,000
  • Location: Chester
  • Contract: Permanent

Working for this award-winning business in Chester, the Customer Service Team Manager will be join their team to motivate, develop and drive a team of talented agents deliver the highest levels of customer service. The Customer Service Team Manager will ensure that their team, along with the Operations department, are driven to succeed, to ensure that the Operations department exceed their targets, deliver outstanding customer service, exceptional quality and are a results and Customer driven environment. The company’s success has been recognised both within and beyond their industry, having won a prestigious “Best in Industry” award for the last four years, and have been recognised by the London Stock Exchange Group as one of the “1,000 companies to inspire Britain”.

To apply for the Customer Service Team Manager role, you must have proven leadership experience and success in managing people, driving change, have a proven record of accomplishment in improving results alongside delivering outstanding customer service and quality.

The Customer Service Team Manager will have previous call centre management experience be a strong leader to support and drive behaviours and the accountability of the team.

Working Hours: Your working hours will be 37.5 per week to be worked 5 days out of 7 covering 9am-7pm (you may be asked to work 9am-9pm during peak times). Shift patterns will run from 9am-5,30pm, 10.30-7pm or 12.30-9pm at super peak.

Key Responsibilities:

Accountable for Customer Relations teams, delivering and monitoring department key performance indicators
Accountable for optimum staffing at all times
Conduct regular reviews of Advisor performance and manage under performance
Lead the team to ensure objectives and SLA targets are met/exceeded

Capitalise on all opportunities presented to up-sell
Empower team to make sensible decisions
Ensure incentive schemes are in place and they drive the correct culture, behaviours and performance level
Work with the other Team Managers to ensure a high quality end-to-end service to the customer
Work in partnership with the Training Team to ensure excellent levels of customer service are provided by the Customer Service teams at all times

Identify areas for improved profitability, growth and cost savings – making recommendations to the Call Centre Senior Management team. Be accountable and/or contribute to efficiency projects depending on business needs
Motivate, mentor, train and support team members
To ensure all team members adhere to FCA regulations
Understand all organisation’s products, services, procedures, guidelines.
Ensure that all HR and people management processes are managed in line with Company guidelines

Manage the budgets in unison with Call Centre senior management, with particular focus on compensation.

Essential Skills:

Previous call centre management experience
Previous experience in managing Customer Relations teams
Proven track record in driving results

Skilled in negotiation and issue resolution
Change management skills
Proven track record in motivating a team
Excellent time management skills
Ability to recognise problems and areas for improvements

Strong communication skills
Managing costs
Experience in conflict management


Keywords: Manager, Team Leader, customer service, disputes, resolution, contact centre, call centre
Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.
We are an equal opportunities agency and welcome applicants from all backgrounds.
We are acting on behalf of the client as an Employment Agency in relation to this vacancy.

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