Customer Services Team Manager

Platform Housing Group; Coleshill Heath; Remote; GBP 25,000 - 38,000; Full time

Benefits offered by this job

Annual leave up to 28 days

Bank holidays

Family-friendly policies

Medicash membership

Health Cash Plan

Pension contribution up to 12%

Learning & Development opportunities

Salary sacrifice EV scheme

Employee rewards & discounts

Job summary

Platform Housing Group is seeking a Customer Service Team Manager for a home-based role in the UK. You will lead a busy team of Customer Service Advisors who handle inquiries by phone and digital channels, ensuring first-class service and high performance.

You will develop and coach team members, monitor performance, and drive service improvements. Occasional travel to Birmingham or Worcester offices is required.

Qualifications

• Experience leading a contact centre team and delivering first-class customer service.
• Ability to motivate a flexible workforce to meet fluctuating service demands.
• Strong problem-solving and ownership mindset for tasks and issues.
• Proven experience coaching through 1-2-1s and development plans.

Responsibilities

• Manage, monitor and motivate a team of Customer Service Advisors.
• Ensure professional, efficient, first-class customer service delivery.
• Develop and coach team members to improve performance and service levels.

Skills

Leadership experience

Workforce management

Problem solving

Coaching & development

Job description

Are you experienced in managing a busy Contact Centre team? Can you help us to provide a first-class Customer Service?

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.

This is a home-based role however you will occasionally be required to travel to our Birmingham or Worcester offices.

What are we 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.

What are some of our great benefits?

• Up to 28 days annual leave (plus bank holidays) with the opportunity to buy and sell leave
• Family friendly policiesincluding generous Paternity, Maternity, Shared Parental and Adoption leave plus 3 days paid Urgent Domestic Leave
• Medicash membership for all employees which includes access to an employee assistanceprogramme, discounted gym membership and exclusive discounts
• Health Cash Plan worth up to £1700 p/a with cashback for dental, optical, physio and complementary therapiesand more
• Pension scheme with minimum employee contributions of up to 3% and Platform will contribute up to 12% (inclusive of life assurance and dependent on employee contributions)
• Learning and Development opportunities
• Salary sacrifice electric vehicle scheme
• Employee reward and recognition scheme with wellbeing hub and discount from a wide range of retailers

Why join us?

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.