Customer Service Team Manager

NRG.; Gateshead; Hybrid; GBP 32,000 - 37,000; Full time

Job summary

Join a leading company as a Team Manager in their Gateshead contact centre. You will lead a team of Customer Service Advisors, ensuring a high level of service and continuous improvement while being supported by dedicated resources. The role offers a competitive salary and excellent benefits, including a bonus scheme and generous holidays, in a hybrid working model.

Benefits

Annual bonus scheme

25 days holidays + bank holidays + birthday off

Death in Service Benefit

Qualifications

• Proven experience in contact centre management.
• Ability to deliver effective feedback and coaching.
• Strong communication skills and ability to motivate others.

Responsibilities

• Lead and inspire a team to deliver excellent customer service.
• Conduct performance reviews and feedback sessions.
• Handle escalated queries with professionalism.

Skills

Customer Service

Leadership

Coaching

Communication

Data Analysis

Job description

Team manager – Contact Centre

Gateshead

Hybrid (up to 3 days/week in-office)

Are you looking to join an industry leading business that works with global brands? Are you a people-first leader who thrives in a fast-paced, customer-focused environment? If this sounds like you, we’re looking for a passionate and driven Team Manager to lead a team of up to 12 Customer Service Advisors in a multilingual contact centre.

Reporting to the Customer Services Manager and supported by a dedicated Team Supervisor, you'll play a key role in creating a high-performing, engaged, and continuously improving team - while ensuring customers receive an outstanding service.

What’s in it for you?

• Starting salary: Up to £32,000 + annual bonus scheme
• Holidays: 25 days + bank holidays + your birthday off
• 2 x Death in Service Benefit

What you’ll be doing:

• Lead, coach, and inspire a team to deliver excellence across all customer contact
• Run regular 1:1s, feedback sessions, and performance reviews that support growth and accountability
• Monitor quality, identify trends, and drive targeted improvements through coaching and training
• Handle escalated queries and complaints with professionalism and empathy
• Collaborate with Forecasting, Planning, and Client Delivery teams to meet SLAs and KPIs
• Support onboarding, training, and early development of new team members
• Champion a culture of continuous learning and ownership of performance
• Use performance data to recognise success and identify coaching opportunities
• Work closely with the Customer Services Manager to embed a people-focused, performance-led culture

What they’re looking for:

• Proven experience as a Team Leader/Manager or Supervisor in a contact centre or service environment
• Experience in a multilingual contact centre is highly desirable
• Confident in delivering feedback, coaching sessions, and driving quality improvements
• Strong communicator with excellent people skills and a natural ability to motivate others
• Calm under pressure and capable of handling complex or escalated queries
• Data-savvy and confident using metrics to guide decisions
• Passionate about customer service and team development
• A second language (especially French, German, or Spanish) is a big plus

If you’re ready to lead with purpose and help shape a positive, high-performing team ,click ‘apply now’ and a member of the team will be in touch.

NRG is an equal opportunities employer committed to promoting a diverse and inclusive workplace. We oppose all forms of unlawful or unfair discrimination on the grounds of any protected characteristic. Our aim is to create an environment that encourages diversity, builds on individual differences, and responds equitably to the needs of all. We proactively take steps to fulfil our legal obligations, remove barriers, monitor for fairness, reflect the communities we serve, and enforce a zero-tolerance policy for breaches of our Equality and Diversity policy.