Customer Service Manager

We Are Stellify; Leeds; Hybrid; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Pension

25 days holiday + BH

Professional development

Social parties

State-of-the-art offices

Award-winning organisation

Job summary

We Are Stellify in Leeds is hiring a Customer Service Manager to run the customer care team day to day. The role emphasises operations, leadership and culture with hybrid working.

You’ll lead a team of team leaders, own performance and people matters, set contact handling standards and partner with operations to map the customer journey.

Salary is £50,000 per year, with pension, 25 days holiday plus bank holidays, and opportunities for professional development in an award-winning organisation.

Qualifications

• Experience leading a customer care team in a contact centre.
• Able to handle performance and people issues.
• Comfortable in a growing business with evolving processes.
• Experience in essential services or regulated sectors is useful.

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

Team leadership

Contact centre experience

Performance management

Job description

Leeds | £50,000 | Permanent, full time

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

• £50,000 base salary
• Hybrid working: 3 days a week in the office
• No weekend working
• Pension
• 25 days holiday plus bank holidays
• Professional development
• Social parties
• State-of-the-art offices
• An award-winning organisation