Customer Service Team Leader and Performance Coach

Verisure; Newcastle upon Tyne; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Birthday Leave

On-site canteen and coffee shop

Discounted gym and health club

Contributory pension scheme

Free parking at Quorum Business Park

Private healthcare

PerkBox discounts with major retailers

Enhanced parental benefits

Employee referral bonus

Employee alarm discount

Cycle to Work scheme

Holiday buy back scheme

Job summary

Verisure is seeking a Customer Service Team Manager in Newcastle upon Tyne to lead a high-performing team and shape excellent customer experience. You will coach staff, manage performance, and ensure adherence to KPIs and processes in a fast-paced support environment.

You will develop reporting packs, drive continuous improvement, and collaborate with cross-functional teams to deliver a consistent customer journey. This role requires strong leadership and a hands-on approach to people management.

Qualifications

• Proven experience in a people management role within a customer service or contact centre environment.
• Strong coaching and development skills, with a track record of improving individual and team performance.
• Sound knowledge of HR policies and procedures, including capability and disciplinary processes.
• Excellent decision-making and problem-solving abilities.
• Strong stakeholder management and communication skills.
• Advanced PowerPoint and reporting capabilities.
• Experience managing performance against KPIs, SLAs, and quality measures.
• High level of accuracy and attention to detail when producing reports and analysing performance data.

Responsibilities

• Lead, coach, and develop a team of customer service professionals, fostering a culture of high performance and accountability.
• Deliver an exceptional customer experience by supporting the resolution of technical queries, customer incidents, and escalated complaints.
• Monitor and manage team performance against established KPIs and service level agreements (SLAs).
• Conduct regular one-to-one meetings, performance reviews, and quality assessments to drive continuous improvement.
• Manage all people-related activities, including attendance, performance management, capability, and disciplinary processes.
• Analyse operational performance and identify opportunities to improve efficiency, productivity, and customer satisfaction.
• Collaborate with cross-functional teams to ensure a seamless and consistent customer journey.
• Produce accurate reports and presentations to communicate performance and business insights.

Skills

People management

Coaching

HR policies

Decision making

Stakeholder management

PowerPoint & reporting

KPI & SLAs management

Reporting accuracy

Job description

Verisure is seeking a Customer Service Team Manager in Newcastle upon Tyne to lead a high-performing team and shape excellent customer experience. You will coach staff, manage performance, and ensure adherence to KPIs and processes in a fast-paced support environment.

You will develop reporting packs, drive continuous improvement, and collaborate with cross-functional teams to deliver a consistent customer journey. This role requires strong leadership and a hands-on approach to people management.