Customer Resolution Team Manager

Brook Street; Lower Clopton; Hybrid; GBP 28,000 - 34,000; Full time

Job summary

A recruitment agency is seeking a Customer Resolution Team Manager to lead and develop a team within a fast-paced contact centre in Lower Clopton. This hands-on role involves motivating staff, driving performance, and ensuring effective resolutions to customer account issues. Candidates should possess strong people management skills, an ability to work under pressure, and prior experience in a managerial position. The role includes a hybrid working option with a competitive salary up to £34,000.

Qualifications

• Proven experience in a team lead or managerial role.
• Strong skills in motivating and coaching team members.
• Experience in a fast-paced environment with tight deadlines.

Responsibilities

• Lead, motivate, and develop a team of 6-8 staff.
• Monitor team performance to meet targets.
• Identify and implement process improvements.

Skills

People management

Coaching

Ability to work under pressure

Proactive attitude

Job description

Customer Resolution Team Manager

Location: Stratford-upon-Avon (1 day remote)

Salary: Up to £34,000

Hours: 40 hours/week, 8am-5pm Mon-Fri

The Role

We are seeking an experienced Customer Resolution Team Manager to lead, motivate, and develop a team of 6-8 staff in a fast-paced contact centre environment. The team focuses on supporting customers experiencing difficulties with payments or account issues, ensuring a positive and effective resolution within set guidelines.

This is a hands‑on management role where you will drive performance, support your team, and help improve processes to enhance the customer experience.

Key Responsibilities

• Coordinate and monitor the team to meet departmental and client targets
• Motivate, coach, and develop team members to achieve KPIs
• Conduct call audits and participate in compliance calibration sessions
• Lead by example and set high performance standards
• Identify and implement improvements to processes and the customer journey
• Manage first‑line HR responsibilities, including holiday, sickness, and initial escalations
• Liaise with clients to maintain strong working relationships

About You

• Previous experience in a team lead or managerial role
• Strong people management and coaching skills
• Ability to work under pressure in a fast‑paced environment with tight deadlines
• Experience in debt collection is desirable
• Self‑motivated, proactive, and positive attitude

Brook Street NMR is acting as an Employment Agency in relation to this vacancy