Customer Service Team Manager

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

Customer Service Team Manager - Newcastle upon Tyne

Contract: Full-Time, Permanent 40 hours per week

Salary: £33072 per annum + up to £2,400 annual performance bonus

Working Hours: Monday to Friday, 9:00am to 6:00pm , Holiday Entitlement: 25days annual leave, plus bank holidays

About Verisure

Verisure is Europe's leading provider of professionally monitored security systems and 24/7 response services. We protect more than 5.1 million families and small businesses across 17 countries throughout Europe and Latin America.

Our mission is simple: to provide peace of mind by protecting what matters most to our customers.

The Role

We are looking for an experienced and motivated Customer Service Team Manager to lead and develop a high-performing customer service team. This role combines operational leadership, people management, and customer experience excellence to ensure outstanding service delivery and continuous performance improvement.

Key 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.

What We're Looking For

Essential Skills & Experience

• 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.

Personal Attributes

• Customer-focused, with a genuine passion for delivering exceptional service.

• Organised, proactive, and able to manage multiple priorities effectively.

• Results-driven, with the ability to motivate and inspire others.

• Strong communication and interpersonal skills.

• Collaborative team player who thrives in a fast-paced environment.

• Adaptable, eager to learn, and open to new challenges and opportunities.

• Proficient in Microsoft Office applications and other business systems.

Benefits:

At Verisure, we are committed to supporting our employees through a comprehensive benefits package, including:

• Birthday Leave

• On-site canteen and coffee shop

• Discounted gym and health club membership

• Contributory pension scheme

• Free parking at Quorum Business Park

• Private healthcare and MediCash plan

• PerkBox discounts with major retailers including Amazon, Tesco, Sainsbury's, Morrisons, and M&S

• Enhanced maternity and paternity benefits

• Employee referral bonus scheme

• Employee alarm discount

• Cycle to Work scheme

• Holiday buy back scheme

Career Development at Verisure

A career with Verisure offers much more than a job. We invest in our people through training, development programmes, internal mobility opportunities, and international career pathways, providing you with the tools and support needed to achieve your full potential.

With more than 35 years of experience and innovation, Verisure has built a reputation for delivering market-leading products, exceptional customer service, and industry-leading growth. Our commitment to quality has earned us some of the highest customer satisfaction and retention rates in the sector.

Diversity & Inclusion

Verisure is proud to be an equal opportunities employer. We value diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome applications from individuals of all backgrounds and will provide support throughout the recruitment process where required.

Ready to Join Us?

If you're an experienced leader with a passion for customer service and developing high-performing teams, we'd love to hear from you.

Be You. Be More. Be Verisure.

Please note: All successful candidates will be required to complete a DBS check, which will be arranged and funded by Verisure.