Customer Resolution Team Manager

SF Recruitment; Stratford-upon-Avon; Hybrid; GBP 30,000 - 34,000; Full time

Job summary

A recruitment agency in Stratford-upon-Avon is seeking an experienced Team Manager/Leader to join on a permanent, hybrid basis. This role involves leading a team of 6-8 staff, focusing on customer resolutions and account management. Candidates should have strong leadership skills, customer-centric approach, and a proven ability to manage team performance. The position offers a salary of £30,000 - £34,000, working full-time hours, with an emphasis on continuous improvement and effective communication.

Qualifications

• Experience in leading and managing a team of 6-8 members.
• Strong customer-focused approach to resolving account issues.
• Ability to handle project work and contribute to team performance.

Responsibilities

• Co-ordinate and monitor team work completion.
• Motivate and coach team members for optimal performance.
• Ensure compliance with client SLAs and deadlines.
• Lead by example in maintaining high work standards.
• Manage team call volumes and perform regular audits.

Skills

Leadership

Team motivation

Customer service

Process improvement

Job description

SF Recruitment have partnered with an organisation in Stratford upon Avon that are looking to recruit an experienced team manager/leader to join them on a permanent, hybrid basis.

Salary: £30,000 - £34,000

Working pattern: full time 40 hours per week, hybrid

The role will include leading, motivating and developing the team which will consist of 6-8 staff members. The team is responsible for dealing with customers who are experiencing difficulties in making their payments to our clients or resolving outstanding account issues, requiring a customer focused approach to resolve the account. The type of work will involve negotiating the resolution of accounts and achieving the required results within the guidelines given. There will also be a requirement to handle various project work on an ad‑hoc basis, contributing to various factors that will enhance team and business performance. This may include new processes, with a view of continuous improvement at all times, along with specific collection activity and investigatory work.

Responsibilities

• Co-ordinate and monitor work completion of all team members to ensure all work is carried out in conjunction with department and client requirements.
• Lead the team from the front and contribute to ensure all client and internal SLAs, deadlines, and targets are achieved.
• Effectively motivate and coach team members in order to maximise performance, ensuring that all staff work to their optimal capability, including holding regular meetings and one‑to‑one sessions.
• Manage and monitor call volumes being received and made across the team, including the requirement to handle the expected volumes.
• Complete regular call audits on all team members and attend call calibration sessions with our Compliance team and/or Client(s).
• Improve team performance through setting specific individual and team targets, highlighting any issues for discussion with the Senior Operations Manager.
• Perform quality checks on work output to ensure that work is of an acceptable standard and completed in line with company processes and policies, for example call listening, and always ensure relevant feedback and follow‑up is completed in a timely manner.
• Lead by example by showing both work standards and behaviours are of a high standard.
• Pro‑actively look to improve processes or the customer journey through root cause analysis in any problem solving.
• Provide first‑line management to team members, which will include holiday management, sickness management and being the initial escalation point for any issues and disciplinary matters.
• Ensure any staff absence is covered so priority tasks are completed correctly.
• Provide support to the department management as and when required.
• Pro‑actively look towards continual improvement or build a process when required.
• Be a key contact for certain clients on a regular basis.
• Attend, and have input in to meetings as required.
• To comply with the company's Quality Policy by following all QMS procedures and related work instructions.
• To cooperate in the operation of the company's health, safety and environmental management systems.
• Take reasonable steps to ensure the safety and security of data and be aware of information security responsibilities to preserve data securely.
• To comply with all legal, regulatory and statutory requirements.
• To ensure the fair treatment of customers is central to all behaviour and activity.