Customer Service Manager / Contact Centre Team Leader

AWD online; Manchester; Hybrid; GBP 32,000; Full time

Job summary

A customer service organization in Greater Manchester is seeking a Customer Service Manager / Contact Centre Team Leader. The successful candidate will lead and develop a team of Customer Service Advisors, ensuring high standards and performance. This role requires significant experience in customer service with a strong focus on coaching and engagement. Benefits include a supportive culture, gym access, and financial wellbeing support. The position is full-time with a salary of £32,000 per annum plus bonuses.

Benefits

Gym facilities

Financial wellbeing platform

Employee assistance programme

Cycle to work scheme

Childcare support

Electric vehicle schemes

Qualifications

• Significant experience in a customer service or contact centre environment with team leadership responsibility.
• 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 individual performance, taking proactive action where required.
• Conduct regular performance reviews and development discussions.

Skills

Team Leadership

Coaching

Performance Management

Strong Communication

Stakeholder Management

Time Management

Education

Degree-level education or equivalent experience

Job description

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.

If you’ve also worked in the following roles, we’d also like to hear from you:

• Customer Support Manager
• Customer Service Team Leader
• Call Centre Manager
• Customer Experience Manager

Salary: £32,000 per annum + monthly Bonus + Benefits

Location: Working from the office in Altrincham, Greater Manchester and weekends from home

Job Type: Full‑Time, Permanent

Working Hours: Rota‑based working including weekends and Bank Holidays

Job Overview

We have a fantastic new job 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

• Team Leadership and Coaching: Lead, motivate, and develop Customer Service Advisors and Senior Advisors
• Performance Management: Monitor KPIs, trends, and individual performance, taking proactive action where required
• Resource Planning: Schedule team resources effectively to meet customer demand and service levels
• One-to-One Meetings: Conduct regular one‑to‑ones, performance reviews, and development discussions
• Customer Experience Quality: Champion and embed the Customer Experience Quality Framework
• Escalation Handling: Manage customer escalations and ensure effective complaint resolution
• Continuous Improvement: Identify opportunities to improve processes, service delivery, and team capability
• Culture and Engagement: 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
• A 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 (on successful completion of probationary period)
• Access to an employee assistance programme, Virtual GP and Elderly Care support (on 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 job vacancy, please submit your CV to our Recruitment Team who will review your details. CVs of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P14245