Customer Service Team Manager

Investigo; Northampton; Hybrid; GBP 38,000 - 45,000; Full time

Job summary

A recruitment agency is looking for a Customer Service Team Manager in Northampton. You will lead a team of customer service agents, ensuring exceptional service delivery. Responsibilities include coaching agents, monitoring performance, and enhancing operational efficiency. Proven experience in contact centre management and strong coaching skills are essential for this role. The position offers a salary of up to £45,000 per annum and supports a hybrid work environment.

Qualifications

• Proven experience managing or supervising a contact centre or customer service team.
• Strong people management and coaching skills.
• Working knowledge of Microsoft Office and familiarity with CRM platforms.

Responsibilities

• Lead, coach, and develop a team of contact centre agents.
• Monitor real-time adherence to schedules.
• Conduct regular performance reviews.

Skills

People management

Coaching skills

Analytical mindset

CRM familiarity

Contact centre experience

Tools

Microsoft Office

CRM platforms (e.g. SAP)

Job description

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Customer Service Team Manager, Northampton

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Client:

Location:

Northampton, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

50112ab8335d

Job Views:

8

Posted:

12.08.2025

Expiry Date:

26.09.2025

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Job Description:

Customer Service Team Manager

Watford- Hybrid

Up to £45,000 per annum

This role leads a team of customer service agents in delivering exceptional service to customers. You'll be supporting a large-scale operational shift and helping to embed best-in-class practices across the contact centre.

Key Responsibilities:

• Lead, coach, and develop a team of contact centre agents to consistently achieve KPIs and service-level goals.
• Complete 1 to 1 meetings with agents.
• Monitor real-time adherence to schedules, investigating discrepancies in productivity, attendance, or performance.
• Conduct regular performance reviews and create tailored development plans to support individual growth.
• Manage key people processes including absence management, training, health and safety, and performance improvement.
• Identify and implement opportunities to enhance operational efficiency and customer experience.
• Act as a subject matter expert, resolving complex customer or retail queries and supporting agents with escalations.

Success Measures:

• Strong operational knowledge and the ability to lead by example within a fast-paced contact centre environment.
• Demonstrated ability to coach for performance and foster a positive team culture.
• Capability to analyse performance data and drive improvements in first-contact resolution, and other key metrics.
• Skilled in managing complex or escalated customer issues with professionalism and empathy.
• Proactive in managing and reducing unplanned absence and boosting team engagement.

Skills & Experience Required:

• Proven experience managing or supervising a contact centre or customer service team.
• Strong people management and coaching skills.
• Working knowledge of Microsoft Office and familiarity with CRM platforms (e.g. SAP, GEM Suite, or similar).
• Analytical mindset with the ability to interpret data and apply it to team development and process improvement.
• Experience working in regulated or customer-facing industries is highly desirable.