Customer Service Team Manager

Johnson Controls; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global technology company in Manchester is seeking a Team Leader to lead a high-performing customer service team. You will drive operational excellence, improve customer experience, and develop sales skills within your team. The ideal candidate has experience in a contact centre and strong leadership skills. This role offers competitive salary, generous leave, and career development opportunities.

Benefits

25 days of annual leave plus Bank Holidays

Holiday Purchase Scheme: Buy up to 10 additional days

Comprehensive benefits including pension plan

Exclusive discounts with high street brands

Career Development opportunities

Qualifications

• Experience in a contact centre, logistics dispatch, or inside sales environment.
• Proven ability to meet targets and drive revenue performance.
• Strong leadership skills with experience coaching and developing teams.

Responsibilities

• Lead, engage, and motivate your team to deliver performance and service levels.
• Drive continuous improvement in customer experience.
• Coach and develop team members to build strong sales skills.

Skills

Leadership skills

Experience in a contact centre

Proven ability to meet targets

Detail-oriented

Comfortable using CRM systems

Education

Recognised coaching or development qualification

Tools

CRM tools

Job description

What you will do

Join our Customer Service leadership team in a fast-paced, target-driven environment where you'll lead a high-performing team to deliver exceptional service and meet key KPIs. With a background in dispatch, logistics, or inside sales, you'll drive operational excellence, improve customer experience, and support cross-functional collaboration.

We're looking for a commercially minded Team Leader who’s confident using CRM tools, detail-oriented, and experienced in hitting revenue targets. You'll also play a key role in developing sales and service skills within your team and fostering a culture of continuous improvement.

What we offer

• Competitive Salary:Reflecting your skills and experience.
• Generous & Flexible Leave Entitlement: 25 days of annual leave plus Bank Holidays.
• Holiday Purchase Scheme: Buy up to 10 additional days, increasing your total annual entitlement to the equivalent of up to 35 days.
• Comprehensive Benefits:Including pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme.
• Exclusive Discounts:With high street brands, cycle-to-work scheme, and discounts on Johnson Controls security products.
• Career Development:Extensive opportunities for growth and advancement.

How you will do it

• Lead, engage, and motivate your team to deliver contact centre performance, service levels, and KPIs
• Drive continuous improvement in customer experience and team performance
• Coach and develop team members to build strong sales and service skills
• Use data and CRM tools to monitor performance and identify opportunities for growth
• Tackle underperformance and foster a high-performance, target-driven culture
• Ensure compliance with internal and external standards across operational teams
• Positively influence budgetary performance through efficient team management

What we look for

Required

• Experience in a contact centre, logistics dispatch, inside sales, or field-based environment
• Proven ability to meet targets and drive revenue performance
• Strong leadership skills with experience coaching and developing teams
• Comfortable using CRM systems or sales databases
• Excellent attention to detail and a data-driven mindset
• Experience managing shift-based teams, including weekends and bank holidays
• Strong facilitation and communication skills
• Confidence to lead in a fast-paced, evolving environment

Preferred

• Recognised coaching or development qualification (e.g., CIPD, CPD)
• Experience with LEAN Six Sigma Greenbelt or similar methodologies

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