Customer Service - Team Manager

McQueens Dairies; Glasgow; On-site; GBP 30,000; Full time

Job summary

A leading dairy company in Glasgow is seeking a Customer Service - Team Manager to oversee a team of Customer Service Advisors. The role involves coaching, managing performance, and enhancing customer experiences. A competitive salary of £29,556.80 with an OTE of £34,000.00 is offered, alongside an office-based working environment from Monday to Friday.

Benefits

Free on-site parking

Qualifications

• Experience in managing a customer service team.
• Strong coaching and feedback skills.
• Ability to implement strategic changes effectively.

Responsibilities

• Manage a Customer Service Advisor Team.
• Coach and give feedback to ensure team productivity.
• Ensure quality assurance of team outputs.
• Conduct monthly 1-to-1 meetings with team members.

Skills

Team management

Coaching

Quality assurance

KPI monitoring

Customer service

Job description

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Customer Service - Team Manager, Glasgow

Client:

Location: Glasgow, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: b5beb7fbb3b2

Job Views: 5

Posted: 01.08.2025

Expiry Date: 15.09.2025

Job Description:

Salary £29,556.80

OTE £34,000.00

Working Hours: Monday - Friday 08.30-17.00 - Office Based

Free on site parking

Responsibilities:

• Manage a Customer Service Advisor Team handling various customer outcomes such as collecting Direct Debit details, sales, and retention.
• Coach and give feedback to ensure team productivity and exceed KPIs.
• Ensure quality assurance of team outputs.
• Implement and manage strategic business changes and team performance.
• Create a culture of world-class service, empowering the team to own customer queries.
• Provide feedback on processes and policies, and identify improvement opportunities.
• Collaborate with Retention, Marketing, and Depot teams to enhance customer experience and operations.
• Serve as an escalation point for customer queries when needed.
• Conduct monthly 1-to-1 meetings with direct reports, including call dip checks for development and motivation.
• Hold return-to-work meetings and conduct investigations as necessary.
• Produce analytics for department meetings and monitor KPIs.
• Support team members' personal development through training and onboarding of new staff.