Careline Team Manager
Location: London
Salary: £30,000 per annum
Hours: 40 hours per week, Monday to Saturday 8am-8pm
About the Role
We are looking for an experienced Careline Team Manager to lead and develop a high-performing team delivering exceptional customer experiences across multiple brands. You will manage day-to-day operations, ensuring service levels and quality standards are consistently met.
Key responsibilities include:
Leading and coaching your team to achieve performance and quality targets
Managing schedules, holidays, and absences
Overseeing case management in Salesforce Service Cloud
Driving continuous improvement in complaints handling and customer service
Collaborating with quality, training, and operational teams
Reporting insights and updates to stakeholders
What We're Looking For
Minimum 5 years' experience in FMCG customer service or contact centre management
Strong knowledge of Salesforce Service Cloud
Expertise in complaints management and compliance frameworks
Proven ability to coach and develop teams
Excellent organisational and analytical skills
Confident communicator with stakeholder management experience
Fluent in English (written and verbal)
Why Join Us?
Fun and sociable team environment
Pension scheme
Discounts and perks including gym membership and eye care vouchers
Career development and apprenticeship opportunities
Recognition and reward schemes
Cycle to work scheme
Working Hours
Contracted hours: 8am - 8pm, Monday to Sunday (rotational shifts).
You will primarily support a campaign operating Monday to Friday (8am - 8pm) and Saturday (10am - 5pm).
Training & Growth
Full training provided, including systems and soft skills. We encourage career progression and offer opportunities to take on additional responsibilities, rewarded with salary increases.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people