Customer Support Team Manager

Sysco GB; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading food service company in England is looking for a Contact Centre Team Manager to join their team in Aylesford. You will lead a team of up to 15 staff, focusing on recruitment, performance development, and maintaining effective communication channels. Your role will be to advocate for changes, provide coaching to ensure a high customer experience, and use data insights to drive improvements. This full-time position emphasizes a customer-centric approach and effective team leadership.

Qualifications

• Natural people person and problem solver.
• Results-oriented and self-motivated with a positive attitude.
• Ability to work under pressure and prioritize tasks.

Responsibilities

• Lead and motivate a team of contact centre staff.
• Support the leadership team in delivering strategic plans.
• Use insights and KPI data to improve revenue and customer experience.

Skills

Customer centric approach

Excellent communication skills

Coaching skills

Problem-solving ability

Planning and organisational skills

Strong commercial awareness

Job description

Contact Centre Team Manager

Aylesford

We are currently recruiting a Contact Centre Team Manager to join the Customer Service team at our contact centre in Aylesford.

Reporting into the Telesales Manager you will be directly responsible for leading and motivating a team of up to 15 contact centre staff. Leading from the front accountable for the recruitment selection ongoing performance and development of your team, leading a culture of empowerment where every service opportunity is realised.

The Team Manager is the key communication link between staff and the wider business ensuring effective proactive communication across their team.

What you’ll be doing

• Be an advocate of change fully supporting your team and wider department in future visions and technologies
• Providing individual weekly coaching to drive an outstanding customer experience, reduce AHT & improve sales
• Directly responsible for the development of the team, leading from the front and inspiring the team to focus on personal growth.
• Support the leadership team in delivering the strategic plan for the department, including participation in projects as required by the business.
• Effectively use insights and KPI data to identify opportunities to improve revenue, reduce cost and improve customer experience.
• Energise your team to fully participate in incentives and process improvements ensuring the team understands clear goals & future vision
• Fully embrace the commercial operations communication framework including the delivery of 1:1s PDPs coaching huddles & cascades
• Supporting the leadership & resource & planning team to deliver desired service levels
• Actively owning individual employee engagement plans & supporting the leadership team with department & site wide plans

You

• You’ll be a natural people person and problem solver with a real drive to deliver results.
• Be results orientated, confident, self‑motivated with a positive attitude & strong commercial awareness.
• Have a customer centric approach to business in all dealings with customers, peers, staff and suppliers.
• Champion a coaching culture with excellent communication influencing and negotiation skills both written and verbal.
• Have outstanding planning and organisational skills with an ability to work under pressure and prioritise in a deadline‑driven environment.
• Role model Sysco values at all times, leading, inspiring & supporting your team to deliver an outstanding customer experience.

Additional Information

At kff everyone is welcome. We dont want you to fit our culture; we want you to help define it and we actively celebrate the unique talents of each and every colleague. We dont just look at your CV; we’re more focused on who you are and your potential. As part of our values we are committed to fostering a diverse and inclusive culture where everyone has a voice, is appreciated and has the same opportunities. We work hard to ensure that everyone feels part of our business as we care for one another and connect the world through food and trusted partnerships. Our ultimate goal is to ensure that everyone belongs and thrives at kff and we recognise that kff can only thrive when everyone feels they belong. We will do everything we can to support you during your application. If you need us to make any adjustments to our recruitment process speak to our resourcing team who will be happy to support you.

Remote Work

No

Employment Type

Full‑time

Key Skills

Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator

Experience

years

Vacancy

1