Team Manager
West Midlands
We’re looking for an experienced Customer Service Team Manager to lead, coach and develop a team of Customer Service Advisors within a busy omni-channel contact centre. You’ll play a key role in driving high performance, improving customer satisfaction and creating a positive, motivated team environment. Key Responsibilities - Lead, coach and develop a team of Customer Service Advisors. - Drive performance against KPIs including CSAT, quality and productivity. - Conduct regular 1-to-1s, coaching sessions and performance reviews. - Manage attendance, performance and day-to-day employee relations. - Monitor live contact centre performance and respond to operational issues. - Identify training needs and support continuous improvement. - Create a positive, inclusive and high-performing team culture. - Work with wider Customer Experience teams to improve processes and customer journeys. About You - Proven experience managing, coaching and developing customer service teams. - Strong understanding of contact centre KPIs, reporting and performance management. - Confident having challenging conversations and providing honest, constructive feedback. - Passionate about delivering excellent customer experiences. - Target-driven with a strong focus on continuous improvement. - Excellent communication, organisation and problem-solving skills. The Details - Hybrid working – minimum 1 day per week onsite - Up to £35,000 DOE + Bonus &Benefits - 40 hours per week - Rotational - Monday–Friday: 8am–8pm - Saturday–Sunday: 8:30am–5pm This is a fantastic opportunity for an experienced contact centre leader looking to join a growing organisation and make a real impact across customer experience, team performance and colleague development. |  |  |  |
Recruiter: Cactus Search
Salary: £40,000 Per Annum
Reference: 804103160