Customer Service Team Lead - Resolutions & Coaching

Victorian Plumbing; Skelmersdale; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Bonus opportunities

Job summary

Victorian Plumbing is seeking a Customer Service Team Manager to lead the Resolutions team across Skelmersdale and Leyland sites, coaching staff to deliver outstanding customer outcomes. The role focuses on ownership of complex complaints, driving effective resolutions and maintaining high service standards.

You will coach and develop the team, oversee supplier relations, and collaborate across sites to ensure customer satisfaction and performance targets are met.

Qualifications

• Proven management and leadership experience, ideally within a fast-paced customer service or call centre environment.
• Exceptional people skills with a genuine passion for coaching, developing, and motivating teams.
• Outstanding decision-making, problem-solving, and supplier-negotiation abilities, with the confidence to challenge third parties when customer outcomes are impacted.
• A flexible, adaptable approach to a growing environment, with strong numerical, IT, and operational literacy.

Responsibilities

• Lead and Inspire: Motivate and guide your team by living our company values, fostering a collaborative spirit, and setting clear, achievable objectives.

Skills

Leadership

People skills

Decision-making

Negotiation

IT literacy

Job description

Victorian Plumbing is seeking a Customer Service Team Manager to lead the Resolutions team across Skelmersdale and Leyland sites, coaching staff to deliver outstanding customer outcomes. The role focuses on ownership of complex complaints, driving effective resolutions and maintaining high service standards.

You will coach and develop the team, oversee supplier relations, and collaborate across sites to ensure customer satisfaction and performance targets are met.