Customer Service Team Manager — Lead, Coach & Optimise CX

Trainline; Easter Howgate; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading rail technology company based in Easter Howgate is seeking a Customer Service Team Manager. The successful candidate will provide leadership to enhance team efficiency and customer satisfaction. They will analyze performance data, collaborate on improving processes, and support team development. Offering a hybrid work model and excellent benefits, this role is ideal for those passionate about team coaching and operational excellence.

Benefits

Private healthcare

Dental insurance

Work-from-abroad policy

2-for-1 share purchase plans

EV Scheme

Extra festive time off

Family-friendly benefits

Qualifications

• Experience managing or coaching colleagues in a contact centre environment.
• Passion for staff development and helping others thrive.

Responsibilities

• Provide direction and clarity for team performance and customer satisfaction.
• Analyze reports to maximize Service Level and CS KPIs.
• Work with teams on process and product improvements.
• Be a contact for insights on customer interactions.

Skills

Managing teams

Coaching

Data analysis

Cross-departmental communication

Job description

A leading rail technology company based in Easter Howgate is seeking a Customer Service Team Manager. The successful candidate will provide leadership to enhance team efficiency and customer satisfaction. They will analyze performance data, collaborate on improving processes, and support team development. Offering a hybrid work model and excellent benefits, this role is ideal for those passionate about team coaching and operational excellence.