Resolution Team Lead - Hybrid (Durham, FTC)

CCMA - Call Centre Management Association; North East; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave

Volunteer days

Carers leave

Job summary

CCMA - Call Centre Management Association in Durham is seeking a Customer Resolutions Manager to build and lead a new resolutions team, delivering outstanding customer outcomes from day one.

The role begins with a four-week training programme, then moves to a hybrid pattern with 2–3 days in the office and the rest remote, supported by coaching and strong collaboration with stakeholders as the operation scales.

Qualifications

• Proven experience leading resolutions/complaints teams within a contact centre, customer service or operational environment.
• Strong people leadership skills with a passion for coaching, mentoring and developing others.
• Experience managing performance, service levels and customer-focused outcomes.
• Excellent communication and stakeholder management skills. The ability to create an engaged, motivated and inclusive team culture.
• Strong organisational skills with the ability to balance people, customer and operational priorities.

Responsibilities

• Leading, motivating and developing a team of Resolution Case Handlers to deliver excellent customer complaint outcomes.
• Creating an engaging team culture through regular team meetings, one-to-ones, coaching and wellbeing support.
• Managing team performance against service levels, quality standards and customer expectations.
• Supporting colleagues through feedback, coaching and development conversations to help them succeed.
• Overseeing people management activities, including absence management, HR processes and performance discussions.
• Building strong relationships with internal stakeholders and recruitment agency partners to support the growth of the operation.

Skills

People leadership

Coaching

Stakeholder management

Customer service excellence

Job description

CCMA - Call Centre Management Association in Durham is seeking a Customer Resolutions Manager to build and lead a new resolutions team, delivering outstanding customer outcomes from day one.

The role begins with a four-week training programme, then moves to a hybrid pattern with 2–3 days in the office and the rest remote, supported by coaching and strong collaboration with stakeholders as the operation scales.