Customer Service Manager / Contact Centre Team Leader

Career Choices Dewis Gyrfa Ltd; Altrincham; On-site; GBP 32,000; Full time

Job summary

A customer service organization in Altrincham is seeking a Customer Service Manager / Contact Centre Team Leader to lead a team in delivering excellent customer service. The ideal candidate will have significant experience in a contact centre environment, proven leadership ability, and the skills to coach and motivate staff. This role offers a salary of £32,000 plus bonuses and benefits in a supportive team culture, along with opportunities for growth and career progression.

Benefits

Smart casual dress code

Free access to gym facilities

Financial wellbeing platform access

Employee assistance programme

Cycle to work scheme

Childcare schemes

Qualifications

• Significant experience in a customer service or contact centre environment.
• 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 take proactive action.
• Manage customer escalations and ensure effective complaint resolution.

Skills

Customer service experience

Team leadership

Coaching and mentoring

Strong communication skills

Organizational skills

Education

Degree-level education or equivalent professional experience

Job description

Employer: AWD online

Location: Altrincham, Greater Manchester

Pay: £32,000 per year, + Bonus + Benefits

Contract Type: Permanent

Hours: Full time

Disability Confident: No

Closing Date: 07/02/2026

About this job

Customer Service Manager / Contact Centre Team Leader. This is an excellent opportunity to join a growing organisation as a Customer Service Manager / Contact Centre Team Leader, leading a customer service function focused on performance, quality, and customer experience within a fast‑paced contact centre environment.

We would also welcome applicants who have experience as a Customer Support Manager, Customer Service Team Leader, Call Centre Manager, or Customer Experience Manager.

Job Overview

We have a new opportunity for a Customer Service Manager / Contact Centre Team Leader to join a growing customer service operation committed to delivering excellent service and continuous improvement.

As a Customer Service Manager / Contact Centre Team Leader, you will lead, coach, and develop Customer Service Advisors and Senior Advisors, ensuring high standards of customer service, performance management, and engagement are consistently achieved. This role suits someone who thrives in a fast‑paced contact centre environment and enjoys using data, KPIs, and coaching techniques to drive results. You will play a key role in shaping customer experience and supporting the wider operational strategy.

Duties

• Lead, motivate, and develop Customer Service Advisors and Senior Advisors
• Monitor KPIs, trends, and individual performance, taking proactive action where required
• Schedule team resources effectively to meet customer demand and service levels
• Conduct regular one‑to‑ones, performance reviews, and development discussions
• Champion and embed the Customer Experience Quality Framework
• Manage customer escalations and ensure effective complaint resolutionIdentify opportunities to improve processes, service delivery, and team capability
• Foster a culture of collaboration, accountability, and professional growth

Candidate Requirements

• Significant experience in a customer service or contact centre environment with team leadership responsibility
• Proven experience of coaching, mentoring, and performance management
• Degree‑level education or equivalent professional experience
• Strong communication, delegation, and stakeholder management skills
• Solution‑focused mindset with excellent time management and organisational skills
• Ability to lead by example and inspire high levels of customer service

Benefits

• Smart casual dress code
• Free access to gym facilities
• Access to a financial wellbeing platform (after successful completion of probationary period)
• Access to an employee assistance programme, Virtual GP and Elderly Care support (after successful completion of probationary period)
• Access to cycle to work, childcare, and electric vehicle schemes after six months
• Brand new office with excellent transport links
• Supportive team culture, growth and career progression

How to Apply

To be considered for this role, submit your CV to our Recruitment Team who will review your details.

By submitting your job application you give express consent for your details to be shared with the client.