Customer Service Team Lead - Hybrid (12-Month Contract)

Evri; Morley; Hybrid; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Hybrid work model

Morley office two days a week

Job summary

Evri in Morley is seeking a Customer Service Team Manager on a 12-month fixed-term contract with hybrid working. Salary £30,750 per annum. The role leads a team of around 15 Customer Service Advisors and focuses on coaching, performance and delivering high standards of service.

Initial training will be in the Morley office. Shifts are 08:00–18:00, with one Saturday in five and a day off in lieu. This is a leadership role in a fast-paced customer service environment.

Qualifications

• Experience managing teams within a contact centre or fast-paced customer service environment.
• Proven ability to coach, motivate and develop individuals to achieve and exceed targets.
• Strong communication and interpersonal skills.
• Confidence working with performance data, KPIs and operational targets.
• Excellent organisation and time-management skills.
• Ability to build relationships across multiple teams and stakeholders.
• Positive, solutions-focused approach to problem solving.
• Strong decision-making skills and the confidence to take ownership of challenges.

Responsibilities

• Leading, coaching and developing a team through regular one-to-ones, performance reviews and team huddles.
• Creating and maintaining a positive, high-performing team culture.
• Driving performance across key customer service and operational KPIs.
• Using customer feedback, insight and data to improve service delivery and colleague engagement.
• Monitoring performance, attendance and productivity levels.
• Managing escalated customer queries and complaints, ensuring timely resolution.
• Identifying trends and recommending process improvements to reduce repeat contacts.
• Working collaboratively with wider business functions including Customer Services, IT and Process Improvement.
• Making informed decisions and providing leadership support in the absence of senior managers.

Skills

People management

Coaching

Communication

KPIs

Time management

Stakeholders

Problem solving

Decision making

Job description

Customer Service Team Manager

12 Month Fixed Term Contract

Morley / Hybrid
Salary: £30,750 per annum

Ready to lead a team that shapes outstanding customer experiences?

At Evri, we're transforming how our customers feel every time they reach out for help. Our Customer Service teams are at the heart of that mission, delivering fast, effective and empathetic support that truly makes a difference.

If you're passionate about coaching others, thrive in a fast-paced environment and enjoy finding smarter ways to solve problems, this could be your next exciting opportunity.

Join us as a Customer Service Team Manager and lead a high-performing team of Customer Service Advisors, ensuring every customer interaction is handled professionally and efficiently.

Important Information

Before applying, please note:

• 12-month Fixed Term Contract
• Salary: £30,750 per annum
• Hybrid working with 2 days per week in the Morley office
• 1 Saturday in every 5 worked, with a day off in lieu
• Shifts between 08:00 and 18:00
• Initial 4-week training period will be office-based

What You'll Be Doing

As a Customer Service Team Manager, you'll lead, motivate and develop a team of approximately 15 Customer Service Advisors, creating an environment where colleagues feel supported, empowered and able to perform at their best.

You'll champion excellent customer service, remove barriers to success and ensure your team consistently delivers positive outcomes for both customers and clients.

Key responsibilities include:

• Leading, coaching and developing a team through regular one-to-ones, performance reviews and team huddles.
• Creating and maintaining a positive, high-performing team culture.
• Driving performance across key customer service and operational KPIs.
• Using customer feedback, insight and data to improve service delivery and colleague engagement.
• Monitoring performance, attendance and productivity levels.
• Managing escalated customer queries and complaints, ensuring timely resolution.
• Identifying trends and recommending process improvements to reduce repeat contacts.
• Working collaboratively with wider business functions including Customer Services, IT and Process Improvement.
• Making informed decisions and providing leadership support in the absence of senior managers.

What You'll Bring

We're looking for an experienced people manager who enjoys leading teams and delivering outstanding customer service.

You'll have:

• Previous experience managing teams within a contact centre or fast-paced customer service environment.
• A proven ability to coach, motivate and develop individuals to achieve and exceed targets.
• Strong communication and interpersonal skills.
• Confidence working with performance data, KPIs and operational targets.
• Excellent organisation and time-management skills.
• The ability to build strong relationships across multiple teams and stakeholders.
• A positive, solutions-focused approach to problem solving.
• Strong decision-making skills and the confidence to take ownership of challenges.

Why Join Evri?

At Evri, we grow when our people do. You'll join a supportive and inclusive workplace where everyone can be themselves, contribute ideas and make a real impact.

We are committed to creating opportunities, removing barriers and ensuring every colleague feels valued, respected and supported.

At Evri, everyone is welcome.

If you're an experienced people leader looking for an opportunity to develop teams, improve customer experiences and play a key role in a busy operation, we'd love to hear from you.

We are Evri. Where everyone is welcome.

Let's deliver it together.