Customer Service Team Manager – Resolutions & Escalations

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

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.