Customer Service Manager

Real Personnel; West Midlands; On-site; GBP 45,000 - 50,000; Full time

Job summary

A leading Gas and Electricity company in the UK is seeking an experienced Customer Service Manager. This permanent role involves leading a team of customer service advisors in a prestigious contact centre environment. The ideal candidate should have contact centre team management experience and a passion for delivering exceptional customer service. The salary is competitive, ranging from £45,000 to £50,000.

Qualifications

• Must have previous contact centre team management experience.
• Experience with performance metrics and management tools is beneficial.

Responsibilities

• Lead and develop a team of customer service advisors.
• Monitor key metrics like call quality and customer satisfaction scores.
• Resolve escalated complaints and improve customer experience.

Skills

Team management

Customer service excellence

Performance monitoring

Job description

Real Personnel are recruiting for an experienced Customer Service Manager to work for one of the UKs leading Gas and Electricity Companies.

The role is a permanent position direct with the employer.

You will be working in a large prestigious contact centre in the B37 area of Birmingham.

You must have previous contact centre team management experience as you will be overseeing 4 x Team Leaders.

The salary for the role is between 45-50K.

Key Responsibilities

• Leadership & Team Management

  • Lead, coach, and develop a team of customer service advisors to deliver outstanding service across all channels (inbound/outbound calls, email, live chat).

  • Conduct regular 1:1s, team meetings, and performance reviews to ensure personal and professional development.

  • Foster a positive and inclusive team culture that promotes engagement, accountability, and continuous improvement.

• Performance Management

  • Monitor key metrics including call quality, first contact resolution, average handling time, and customer satisfaction scores (CSAT/NPS).

  • Identify performance trends and implement improvement plans to enhance service delivery.

  • Ensure compliance with regulatory requirements (Ofgem standards, data protection, health & safety).

• Customer Experience

  • Champion a customer-first approach, resolving escalated complaints and ensuring swift and fair resolutions.

  • Collaborate with other departments (billing, metering, field services) to ensure end-to-end issue resolution.

  • Use customer feedback to identify process improvements and enhance the customer journey.

• Operational Excellence

  • Manage daily operations to meet SLAs and KPIs.

  • Support workforce planning and scheduling to maintain adequate coverage.