Customer Service Leader: Contact Centre Coach & Performance

AWD online; Manchester; Hybrid; GBP 32,000; Full time

Job summary

A customer service organization in Greater Manchester is seeking a Customer Service Manager / Contact Centre Team Leader. The successful candidate will lead and develop a team of Customer Service Advisors, ensuring high standards and performance. This role requires significant experience in customer service with a strong focus on coaching and engagement. Benefits include a supportive culture, gym access, and financial wellbeing support. The position is full-time with a salary of £32,000 per annum plus bonuses.

Benefits

Gym facilities

Financial wellbeing platform

Employee assistance programme

Cycle to work scheme

Childcare support

Electric vehicle schemes

Qualifications

• Significant experience in a customer service or contact centre environment with team leadership responsibility.
• Proven experience of coaching, mentoring, and performance management.
• Strong communication, delegation, and stakeholder management skills.

Responsibilities

• Lead, motivate, and develop Customer Service Advisors and Senior Advisors.
• Monitor KPIs and individual performance, taking proactive action where required.
• Conduct regular performance reviews and development discussions.

Skills

Team Leadership

Coaching

Performance Management

Strong Communication

Stakeholder Management

Time Management

Education

Degree-level education or equivalent experience

Job description

A customer service organization in Greater Manchester is seeking a Customer Service Manager / Contact Centre Team Leader. The successful candidate will lead and develop a team of Customer Service Advisors, ensuring high standards and performance. This role requires significant experience in customer service with a strong focus on coaching and engagement. Benefits include a supportive culture, gym access, and financial wellbeing support. The position is full-time with a salary of £32,000 per annum plus bonuses.