Contact Centre Team Manager

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.
• Experienced using Live chat, email and phone (Omni-channel)
• Experienced managing HR Processes (Absences, performance management etc)
• 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
• Monday–Friday: 8am–8pm Rotational
• 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.