Job Description
Job Title: Team Manager – Customer Operations\nLocation: Newcastle (Office‑based)\nSalary: Competitive + Benefits\n\nAre you an experienced leader with a passion for developing people and driving high‑quality customer service performance? We’re supporting a growing organisation in the search for a Team Manager to lead a team of contact centre agents in a fast‑paced, customer‑focused environment.\nAs Team Manager, you’ll be responsible for motivating, coaching, and developing a team of agents to deliver outstanding service while achieving operational targets. You’ll play a hands‑on leadership role—providing regular coaching, call listening, quality feedback, and performance management.\n\nKey Responsibilities\n\n * Lead, coach, and develop a team of contact centre agents.\n\n * Provide regular 1:1 coaching, call listening, and performance feedback.\n\n * Set clear expectations aligned to service, quality, and productivity targets.\n\n * Support recruitment, onboarding, and early‑stage coaching.\n\n * Drive customer‑first behaviours and support escalations.\n\n * Monitor key metrics and manage underperformance where required.\n\n * Foster a positive, inclusive, supportive working environment.\n\nWhat we're looking for\n\nYou’ll bring strong...