Team Manager

ArvatoConnect; Swansea; On-site; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Flexible Enhanced Family Leave Pay

Generous Holiday Entitlement

Pension Scheme

Life Insurance

24/7 Health and Wellbeing Support

Exclusive Discounts and Offers

Vodaphone Discount

Job summary

ArvatoConnect Swansea is seeking a Team Manager to lead a team of customer service advisors within a regulated financial services environment. You will provide direct coaching, set priorities, and use performance data to drive improvements while ensuring quality and compliance.

You'll work closely with Operations Management and support teams to convert priorities into actionable plans, developing staff and fostering an environment where colleagues can grow and perform at their best.

Qualifications

• Experience leading, supervising or managing people within a fast paced contact centre environment.
• Strong demonstrable experience coaching colleagues and supporting improvements in individual or team performance.
• Experience working with performance measures such as customer outcomes, quality, productivity, service levels or other operational KPIs.
• Experience handling day-to-day people and operational challenges, using sound judgement to reach appropriate outcomes.
• The ability to communicate clearly with colleagues and stakeholders and adapt your approach to different situations.

Responsibilities

• Lead your team day-to-day, providing clear priorities, support and direction.
• Coach colleagues, using feedback, observations and performance insight to help them develop their capability.
• Manage team performance against agreed customer, quality, productivity and service measures.
• Create an inclusive team environment where colleagues understand expectations, take ownership and feel able to contribute.
• Use data and insight to identify performance trends, understand underlying issues and agree appropriate actions.
• Support your team to deliver positive and compliant customer outcomes within a regulated environment.
• Manage performance, attendance and colleague matters fairly and consistently, working with the appropriate support teams where required.
• Recognise good performance while addressing performance or capability concerns constructively and promptly.
• Work collaboratively with Quality & Training, Workforce Planning and other operational teams to understand priorities and support effective delivery.
• Help your team understand and adapt to changes in processes, technology or ways of working.
• Listen to colleague and customer feedback and identify opportunities to improve the customer and colleague experience.
• Support the development of talent within your team, helping colleagues build their skills and identify opportunities to progress.

Skills

People leadership

Coaching

Performance metrics

Operational troubleshooting

Clear communication

Job description

Location: Swansea, SA7 0EA, with free staff parking

Contract: Permanent

Working Model: Onsite

Future shapers. Experience makers.

In a world where change is constant, ArvatoConnect helps organisations rethink how they connect with their customers. Through technology, insight and great people, we create experiences that build stronger customer relationships and deliver better outcomes.

This role supports one of our key automotive clients, operating within a regulated Financial Services environment. You’ll play an important part in making sure your team delivers a high-quality, compliant service while creating an environment where people can develop and perform at their best.

The Role

As a Team Manager, you’ll lead a team of customer service advisors, supporting them to deliver positive outcomes for our customers while meeting quality, performance and regulatory expectations.

You’ll be close to the day-to-day operation, providing clear direction, regular coaching and practical support. You’ll use performance data and customer insight to understand what's working well, where support is needed and where improvements can be made.

Working closely with your Operations Manager and teams including Workforce Planning, Quality & Training and Operational Support, you’ll help turn operational priorities into clear actions for your team.

This is a hands‑on people leadership role for someone who enjoys developing others, solving problems and creating an environment where people understand what’s expected of them and feel supported to succeed.

Your Impact

• Lead your team day‑to‑day, providing clear priorities, support and direction.
• Coach colleagues, using feedback, observations and performance insight to help them develop their capability.
• Manage team performance against agreed customer, quality, productivity and service measures.
• Create an inclusive team environment where colleagues understand expectations, take ownership and feel able to contribute.
• Use data and insight to identify performance trends, understand underlying issues and agree appropriate actions.
• Support your team to deliver positive and compliant customer outcomes within a regulated environment.
• Manage performance, attendance and colleague matters fairly and consistently, working with the appropriate support teams where required.
• Recognise good performance while addressing performance or capability concerns constructively and promptly.
• Work collaboratively with Quality & Training, Workforce Planning and other operational teams to understand priorities and support effective delivery.
• Help your team understand and adapt to changes in processes, technology or ways of working.
• Listen to colleague and customer feedback and identify opportunities to improve the customer and colleague experience.
• Support the development of talent within your team, helping colleagues build their skills and identify opportunities to progress.

What Success Looks Like

• Your team understands what is expected and consistently works towards agreed customer, quality and performance measures.
• Customers receive a high-quality and compliant service.
• Advisors receive regular, meaningful coaching and feedback that helps them improve and develop.
• Performance concerns are identified early, understood and addressed effectively.
• Your team feels informed and supported when priorities, processes or ways of working change.
• Decisions are informed by data, quality insight and what you are seeing and hearing across the team.
• You build effective relationships with colleagues across Operations, Quality & Training, Workforce Planning and other supporting functions.
• Colleagues are encouraged to develop their capability and take ownership of their performance.

What We’re Looking For

• Experience leading, supervising or managing people within a fast paced contact centre environment.
• Strong demonstratable experience coaching colleagues and supporting improvements in individual or team performance.
• Experience working with performance measures such as customer outcomes, quality, productivity, service levels or other operational KPIs.
• Experience handling day-to-day people and operational challenges, using sound judgement to reach appropriate outcomes.
• The ability to communicate clearly with colleagues and stakeholders and adapt your approach to different situations.

What Will Help You Succeed

• Experience working within a regulated environment, particularly Financial Services.
• The ability to interpret performance information and use it to identify where additional support or action is needed.
• A coaching-led approach to people management, helping colleagues understand both what they need to improve and how to get there.
• Good judgement and problem-solving skills, particularly when priorities change.
• An open and collaborative approach to working with other teams.
• Experience supporting colleagues through operational or organisational change.
• A genuine interest in developing people and helping them reach their potential.

Benefits Include:

• Flexible Enhanced Family Leave Pay - We offer eligible employees the option to spread their enhanced maternity, adoption, or shared parental leave pay evenly across their leave period. This means you can avoid months without pay at the end of your leave, giving you greater financial stability and peace of mind while you focus on your family.
• Generous Holiday Entitlement – 25 days annual leave plus 8 bank holidays, with the option to purchase an additional 5 days.
• Pension Scheme – 4% employee contribution matched by the company.
• Life Insurance – coverage of 4x your basic salary, offering peace of mind for you and your loved ones.
• 24/7 Health and Wellbeing Support – access to virtual GP, mental health services, fitness programmes, and more through our WeCare platform.
• Exclusive Discounts and Offers – enjoy savings with leading brands via our MyRewards programme, including retailers such as Apple, John Lewis, and M&S.
• Vodaphone Discount - Receive up to 15% off pay monthly plans for you and up to five friends or family members. Offers include access to the latest handsets and are available to new Vodafone customers or existing customers at the end of their contract.

Diversity & Inclusion Statement:

It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.