Customer Service Team Manager

Victorian Plumbing; Skelmersdale; On-site; GBP 29,000 - 36,000; Full time

Benefits offered by this job

Annual bonus

Multi-site presence (Skelmersdale/Leyl

Job summary

Victorian Plumbing is seeking a Customer Service Team Manager – Resolutions to lead the Resolutions team from Skelmersdale, with the Leyland site involved for 30% of the team. You will own escalations, coach staff, and drive performance to deliver top-tier customer outcomes.

The role demands strong leadership, stakeholder management, and a proactive, problem-solving mindset in a fast-paced service operation.

Qualifications

• Proven management and leadership experience in a fast-paced customer service or call centre.
• Exceptional coaching and people management abilities.
• Strong supplier negotiation and decision-making skills.
• Flexible, numerate with solid IT and operational literacy.

Responsibilities

• Lead and inspire the Resolutions team across Skelmersdale and Leyland sites.
• Own complex customer escalations and drive effective resolutions.
• Coach the team and manage performance with constructive feedback.
• Collaborate across sites to uphold the highest customer service standards.

Skills

Leadership

Coaching

People skills

Negotiation

Decision making

IT literacy

Numerical skills

Operational literacy

Tools

CRM software

Job description

Customer Service Team Manager – Resolutions

Location: Skelmersdale (with approx. 30% of the team based at our Leyland site)

Salary: Up to £32,241.00 per annum + up to £150 per month bonus opportunity

Working Hours: Alternate shifts of 08:00 – 16:30 and 09:30 – 18:00 (includes some weekend and late shifts)

Are you an inspiring leader with a passion for problem-solving and putting the customer first? We are looking for a dedicated Customer Service Team Manager to lead our Resolutions team, champion customer satisfaction, and shape the future of our service operations across our Skelmersdale and Leyland sites.

In this role, you will act as a coach, mentor, and leader, cultivating a positive and collaborative team culture where individuals feel empowered and inspired to deliver their best work. You will take ownership of complex customer complaints, drive effective resolutions, and ensure our performance consistently hits the highest standards.

What You Will Be Doing

• Lead and Inspire: Motivate and guide your team by living our company values, fostering a collaborative spirit, and setting clear, achievable objectives.
• Drive Supplier Resolutions: Support your team by overseeing proactive supplier liaison to resolve issues. When suppliers fail to respond, underperform, or offer unsatisfactory outcomes, you will step in to take ownership, apply appropriate pressure through the right escalation channels, and challenge them to secure the best result for the customer.
• Champion Resolutions: Take ownership of escalated customer complaints, driving creative problem-solving and embedding a culture of going the extra mile.
• Coach and Develop: Share your expertise to unlock your team’s full potential, providing constructive feedback and effective performance management.
• Collaborate Across Sites: Oversee your team primarily from Skelmersdale while regularly spending time at our Leyland site to support the 30% of the team based there.

What we are looking for

• Proven management and leadership experience, ideally within a fast‑paced customer service or call centre environment.
• Exceptional people skills with a genuine passion for coaching, developing, and motivating teams.
• Outstanding decision‑making, problem‑solving, and supplier‑negotiation abilities, with the confidence to challenge third parties when customer outcomes are impacted.
• A flexible, adaptable approach to a growing environment, with strong numerical, IT, and operational literacy.

Key Dates & Interview Process

• Interviews (Stage One): Thursday, 17 September 2026.
• Interviews (Stage Two): Final interviews with the hiring manager will ideally take place on Tuesday, 22 September 2026 (with alternative availability on the afternoon of Wednesday, 23 September 2026).

Whether you are looking to take the next step in your career internally or joining us from the outside, we want to hear from you.

• Equality, Diversity & Inclusion: Victorian Plumbing is an equal opportunity employer. We recruit solely on merit and do not discriminate on the basis of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We are committed to building a diverse workforce and providing a supportive environment for all. By applying, you consent to your data being processed in accordance with UK GDPR.
• Agency Notice: Victorian Plumbing operates an in-house Talent Acquisition model; we do not accept unsolicited CVs. Any profiles submitted without a prior written agreement will be treated as a "gift" to the Group, and no fees will be owed. In line with UK GDPR, unsolicited personal data will be deleted. No agency calls, please.