Customer Service Team Manager

Cactus Search; West Midlands; Hybrid; GBP 21,000 - 35,000; Full time

Benefits offered by this job

Hybrid working

Bonus & Benefits

Job summary

Cactus Search is seeking an experienced Customer Service Team Manager to lead and develop a busy omni-channel contact centre, driving high performance and customer satisfaction. You will conduct regular coaching, 1-to-1s and performance reviews, manage attendance and employee relations, monitor live metrics, and partner with wider CX teams to improve journeys across customers.

Hybrid role with at least one day onsite, 40 hours per week, Mon-Fri 8am-8pm and weekend rota; salary up to £35,000 DOE

Qualifications

• Experience managing, coaching and developing customer service teams.
• Strong understanding of contact centre KPIs, reporting and performance management.
• Ability to have challenging conversations and provide constructive feedback.
• Target-driven with a focus on continuous improvement.
• Excellent communication, organisation and problem-solving skills.

Responsibilities

• Lead, coach and develop a team of Customer Service Advisors.
• Drive performance against KPIs including CSAT, quality and productivity.
• Conduct regular 1-to-1s, coaching sessions and performance reviews.
• Manage attendance, performance and day-to-day employee relations.
• Monitor live contact centre performance and respond to operational issues.
• Identify training needs and support continuous improvement.
• Create a positive, inclusive and high-performing team culture.
• Work with wider Customer Experience teams to improve processes and customer journeys.

Skills

Coaching & development

People management

Communication

Customer service knowledge

Job description

We’re looking for an experienced Customer Service Team Manager to lead, coach and develop a team of Customer Service Advisors within a busy omni-channel contact centre.

You’ll play a key role in driving high performance, improving customer satisfaction and creating a positive, motivated team environment.

Key Responsibilities

• Lead, coach and develop a team of Customer Service Advisors.
• Drive performance against KPIs including CSAT, quality and productivity.
• Conduct regular 1-to-1s, coaching sessions and performance reviews.
• Manage attendance, performance and day-to-day employee relations.
• Monitor live contact centre performance and respond to operational issues.
• Identify training needs and support continuous improvement.
• Create a positive, inclusive and high-performing team culture.
• Work with wider Customer Experience teams to improve processes and customer journeys.

About You

• Proven experience managing, coaching and developing customer service teams.
• Strong understanding of contact centre KPIs, reporting and performance management.
• Confident having challenging conversations and providing honest, constructive feedback.
• Target-driven with a strong focus on continuous improvement.
• Excellent communication, organisation and problem-solving skills.

The Details

• Hybrid working – minimum 1 day per week onsite
• Up to £35,000 DOE + Bonus &Benefits
• 40 hours per week - Rotational
• Monday–Friday: 8am–8pm
• Saturday–Sunday: 8:30am–5pm

This is a fantastic opportunity for an experienced contact centre leader looking to join a growing organisation and make a real impact across customer experience, team performance and colleague development.