Customer Services Team Manager

Platform Housing Group; Birmingham; Hybrid; GBP 36,000 - 40,000; Full time

Benefits offered by this job

28 days annual leave

Medicash health plan

Pension salary sacrifice

Discounts & cashback

Development opportunities

Job summary

Platform Housing Group is seeking a Customer Service Team Manager to lead a team of Customer Service Advisors. The role is home-based with occasional travel to our Birmingham Business Park office, handling inquiries via phone and digital channels to deliver high-quality service.

You will develop and coach staff, monitor performance, address coaching needs, and drive KPI improvements in a dynamic contact-centre environment.

Qualifications

• Leadership experience in a contact centre environment.
• Experience developing and motivating a flexible workforce to cope with fluctuating demands.
• Experience in performance coaching through 1-2-1s and development plans.
• Awareness of how individual performance supports overall KPI improvements.

Responsibilities

• Manage, monitor and motivate a team of Customer Service Advisors.
• Ensure professional, first-class customer service across telephone and digital channels.
• Provide leadership and performance management of the team.
• Develop and coach team members to improve performance and service delivery.

Skills

Leadership experience

Contact centre experience

People management

Performance coaching

KPI management

Problem solving

Job description

Location: Home-Based with travel to offices in Birmingham Business Park

Basis: Full-Time, Permanent

Company: Platform Housing Group

Salary: £36,374 to £40,415 a year

Hours: Full-time

Location: B37 7YD

Job type: Permanent

Posting date: 22 Oct 2026

Closing date: 5 Nov 2026

Are you experienced in the investigation of customer complaints and are passionate about making a real difference? We currently have a fantastic opportunity to permanently join our dynamic Customer Experience team.

We are currently seeking a Customer Service Team Manager to join our team in the Hub. You will be managing, monitoring and motivating a team of Customer Service Advisors who are the first point of contact for enquiries from customers by telephone and a range of digital services.

You will also need to provide a professional and efficient, first-class customer service always as well as demonstrate effective leadership and performance management of the team. You will develop and coach team members to improve performance and delivery of service, working with the Resource and Training Support Officer where further training needs have been identified.

This is a home-based role however you will occasionally be required to travel to our Birmingham Business Park office.

What we are looking for from you:

-We are ideally looking for someone with leadership experience in a contact centre environment.

-You will have experience in developing and motivating a flexible workforce to cope with fluctuating demands in service requirements.

-The ability to problem solve and find solutions to problems will be key for Team Managers and this role will be well suited to someone who is able to take ownership of tasks.

-Experience of performance coaching through 1-2-1s and development plans.

-Effective team leadership skills and have an awareness of how each team and individual's performance supports the overall performance to drive improvement of KPI's

Some of our great benefits include

-28 days annual leave (pro rata) withthe opportunity to buy and sell leave

-Family friendly policies

-Medicash health plan membership for all employees which includes access to an employee assistanceprogramme, discounted gym membership and exclusive discounts

-Non- contributory Health & Wellbeing plans with cashback for dental, optical, physio and complementary therapies

-Reward & Recognition scheme with retailer discounts and cash back

-Pension Salary Sacrifice contribution scheme with employer contributions of up to 12% (inclusive of life assurance and dependent on employee contributions)

-Supportive working environment with great learning and development opportunities

This is an exciting opportunity to join a forward-thinking organisation committed to investing in people and places to build a stronger, more sustainable future.

We aim to hold in-person interviews for this position at our Birmingham office on a date to be confirmed. Wewill contact you to arrange a suitable time once successfully shortlisted.

Proud member of the Disability Confident employer scheme

Customer Services Team Manager

Summary

Salary: Up to £40,415

Location: Home-Based with travel to offices in Birmingham Business Park

Basis: Full-Time, Permanent

Are you experienced in the investigation of customer complaints and are passionate about making a real difference? We currently have a fantastic opportunity to permanently join our dynamic Customer Experience team.

We are currently seeking a Customer Service Team Manager to join our team in the Hub. You will be managing, monitoring and motivating a team of Customer Service Advisors who are the first point of contact for enquiries from customers by telephone and a range of digital services.

You will also need to provide a professional and efficient, first-class customer service always as well as demonstrate effective leadership and performance management of the team. You will develop and coach team members to improve performance and delivery of service, working with the Resource and Training Support Officer where further training needs have been identified.

This is a home-based role however you will occasionally be required to travel to our Birmingham Business Park office.

What we are looking for from you:

-We are ideally looking for someone with leadership experience in a contact centre environment.

-You will have experience in developing and motivating a flexible workforce to cope with fluctuating demands in service requirements.

-The ability to problem solve and find solutions to problems will be key for Team Managers and this role will be well suited to someone who is able to take ownership of tasks.

-Experience of performance coaching through 1-2-1s and development plans.

-Effective team leadership skills and have an awareness of how each team and individual's performance supports the overall performance to drive improvement of KPI's