Customer Service Manager

Adore Recruitment Ltd; Southend-on-Sea; On-site; GBP 35,000 - 40,000; Full time

Job summary

A leading recruitment agency is seeking a Customer Service Team Manager in Southend-on-Sea. The ideal candidate will focus on leading a team, ensuring service excellence, and driving operational improvements. Responsibilities include managing performance, coaching staff, and compliance with regulations. A competitive salary up to £40k awaits, along with excellent benefits and clear progression opportunities.

Benefits

Competitive salary

Performance-based bonuses

Comprehensive benefits package

Qualifications

• Demonstrable experience managing customer care teams in a contact centre environment.
• Proven success in coaching and developing individuals.
• Strong communication skills to influence at all levels.

Responsibilities

• Lead a team of Customer Care Consultants focusing on service excellence.
• Produce reports and insights for senior management.
• Ensure compliance with regulatory frameworks.

Skills

Leadership

Coaching

Communication

Analytical skills

Customer service knowledge

Education

IF1 qualification or willingness to work toward it

Tools

Zendesk

Microsoft Office

Job description

Overview

Customer Service Team Manager - Southend-on-Sea

Contact Centre | Customer Experience | Operations

Type: Full-Time | Permanent - 37.5hrs per week - inc: one Saturday one Sunday per month

Salary: £35k-£40k basic OTE £45k Competitive + Bonus + Excellent Benefits

Shape the Future of Customer Excellence

Are you an inspiring, data-driven leader ready to elevate customer service to the next level?

We are partnering with a respected and fast-growing organisation based in Southend-on-Sea, currently seeking a Customer Service Team Manager to join their dynamic Contact Centre operation. This is a high-impact leadership role ideal for a professional who thrives in a fast-paced, regulated environment and has a passion for both people development and customer satisfaction.

This is more than just a team leader position—it's an opportunity to influence the wider customer strategy, driving insight-led improvements that enhance operational delivery, customer sentiment, and long-term business growth.

About the Role

Reporting directly to the Contact Centre Manager, you'll be accountable for the performance, coaching, and development of a team of Customer Care Consultants. Your focus will be on delivering service excellence while also supporting continuous improvement, workforce planning, and compliance with regulatory and client expectations.

You'll play a critical role in sharing customer feedback, sentiment trends, and pain points across the business—becoming a true voice of the customer. Through data analysis and collaboration, you will influence change that enhances customer satisfaction, agent experience, and operational efficiency.

Key Responsibilities

• Leadership & Team Development
  • Provide clear direction, coaching, and daily support to a team of Customer Care Consultants.
  • Build a high-performance culture where agents are motivated, engaged, and empowered to succeed.
  • Identify and develop internal talent, supporting career progression and future leadership pipelines.
  • Ensure regular performance reviews, 1:1s, and training are conducted in line with internal people processes.
• Customer Experience & Operational Insight
  • Champion a customer-first mindset, using Trustpilot reviews, Live Chat feedback, CSAT scores, complaints data, and MI to drive service enhancements.
  • Lead by example in handling escalated complaints and ensure all issues are resolved within regulatory timeframes.
  • Produce in-depth reports and insights for senior management to identify trends, operational gaps, and opportunities for process optimisation.
• Regulatory & Compliance Excellence
  • Ensure your team operates within the bounds of FCA principles, client contracts, and internal policies.
  • Support ongoing training and upskilling to maintain compliance and embed best practices in all customer interactions.
  • Collaborate with Planning and Workforce Management teams to ensure staffing levels meet demand across voice and non-voice channels.

What You'll Bring

Essential Skills & Experience

• Demonstrable experience managing or leading customer care/customer service teams in a contact centre or regulated environment.
• Proven success in coaching, developing, and performance-managing individuals.
• Strong communication and interpersonal skills, with the ability to influence at all levels.
• Analytical mindset with the ability to interpret customer and operational data and act decisively.
• Highly organised and able to manage multiple workstreams and competing priorities.
• Strong understanding of end-to-end customer service processes.

• Desirable
  • Experience working with complaint resolution and regulatory frameworks.
  • Background in using platforms such as Live Chat, Zendesk, or similar tools.
  • IF1 qualification or willingness to work toward it.
  • Skilled in Microsoft Office (Word, Excel, PowerPoint, Outlook).

What's in It for You?

• Work within a supportive, forward-thinking organisation that puts people and customers at the heart of what they do.
• Clear progression opportunities with investment in learning & development.
• A collaborative, values-driven culture with a strong mission and purpose.
• Competitive salary, performance-based bonuses, and a comprehensive benefits package.

Ready to Make a Difference?

We're interviewing immediately for this exciting opportunity. If you're a hands-on people leader with a passion for delivering exceptional service and driving improvement—we want to hear from you. Apply now or get in touch with our specialist recruitment team for a confidential discussion.