Customer Service Manager

We Are Stellify; Leeds; Hybrid; GBP 38,000 - 60,000; Full time

Benefits offered by this job

Hybrid working

Job summary

We Are Stellify is seeking a Customer Service Manager in Leeds to run the day-to-day operations of the Customer Care Centre. You will lead a team of team leaders, drive performance reporting and uphold a strong culture of excellence in service.

You will support and empower frontline leaders, set contact-handling standards, and partner with operations to map and implement new ways of working as the business scales. Hybrid working 3 days in the office.

Qualifications

• Experience managing in a contact centre with team leaders reporting to you.
• Ability to handle performance and people issues end-to-end.
• Comfortable in a growing business where processes are still being shaped.

Responsibilities

• Lead the customer care operation through a team of team leaders.
• Own performance and people matters within the team: absence, capability, conduct and development, dealt with and closed at your level.
• Set the standard for how customer contacts are handled and hold the team to it.
• Work with the operations leadership as the customer journey is mapped and rebuilt, and bring the team with you onto the new ways of working.

Skills

People leadership

Performance reporting

Culture leadership

Customer service management

Job description

Senior and executive search across customer operations, CX and contact centres.

A fast-growing, privately owned business in Leeds is looking to hire a Customer Service Manager to run its customer care team day to day.

The role is fully focused on the day-to-day operation of the Customer Care Centre. You’ll be measured on performance reporting, people leadership and culture, and the efficiencies you bring. Your job is to support and empower team leaders, raise standards and deliver excellent service.

The role

• Lead the customer care operation through a team of team leaders.
• Own performance and people matters within the team: absence, capability, conduct and development, dealt with and closed at your level.
• Set the standard for how customer contacts are handled and hold the team to it.
• Work with the operations leadership as the customer journey is mapped and rebuilt, and bring the team with you onto the new ways of working.

About you

• You have managed in a contact centre, with team leaders reporting to you.
• You deal with performance and people issues yourself and see them through.
• You are comfortable in a growing business where processes are still being shaped.
• Experience in essential services, distribution (D2C) within a regulated sector is useful.

Future growth

As the organisation grows, they want a leader who will enjoy raising standards, aligning teams and adding to an already brilliant culture. You’ll also work with Heads of and Directors on group-wide transformation projects and system investments, with plenty of opportunities to develop and contribute.

Salary and benefits

• Hybrid working: 3 days a week in the office