Customer Service Team Manager

JR United Kingdom; Gateshead; On-site; GBP 28,000 - 32,000; Full time

Job summary

A leading company in Gateshead is seeking a passionate Customer Service Team Manager to lead a team in a multilingual contact centre. You will inspire performance, drive continuous improvement, and deliver excellent service, backed by a supportive management structure.

Benefits

Annual bonus scheme

25 holidays + bank holidays + birthday off

Qualifications

• Proven experience as a Team Leader/Manager or Supervisor in a contact centre or service environment.
• Calm under pressure and capable of handling complex or escalated queries.
• Ability to deliver feedback, coaching, and drive quality improvements.

Responsibilities

• Lead, coach, and motivate the team to deliver excellent customer contact.
• Monitor quality, identify trends, and implement targeted improvements.
• Handle escalated queries and complaints professionally and empathetically.

Skills

Leadership

Communication

Motivation

Data-driven decision making

Job description

Customer Service Team Manager, Gateshead

Client: NRG

Location: Gateshead, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Details

Join an industry-leading business working with global brands. We are seeking 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 help create a high-performing, engaged, and continuously improving team while ensuring excellent customer service.

What’s in it for you?

• Starting salary: Up to £32,000 + annual bonus scheme
• Holidays: 25 days + bank holidays + your birthday off

Responsibilities

• Lead, coach, and motivate the team to deliver excellent customer contact
• Conduct regular 1:1s, feedback sessions, and performance reviews
• Monitor quality, identify trends, and implement targeted improvements
• Handle escalated queries and complaints professionally and empathetically
• Collaborate with Forecasting, Planning, and Client Delivery teams to meet SLAs and KPIs
• Support onboarding, training, and development of new team members
• Promote a culture of continuous learning and ownership of performance
• Use performance data to recognize success and identify coaching opportunities
• Work closely with the Customer Services Manager to foster a people-focused, performance-led culture

Qualifications

• 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
• Ability to deliver feedback, coaching, and drive quality improvements
• Strong communication skills and ability to motivate others
• Calm under pressure and capable of handling complex or escalated queries
• Data-driven with confidence in using metrics for decision-making
• Passionate about customer service and team development
• Second language skills (French, German, or Spanish) are a plus

Application

If you are ready to lead with purpose and help shape a positive, high-performing team, click ‘apply now’ and a team member will contact you.

NRG is an equal opportunities employer committed to diversity and inclusion. We oppose all forms of unlawful or unfair discrimination and strive to create an equitable environment for all.