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
1. Minimum 5 years' experience in FMCG customer service or contact centre management
2. Strong knowledge of Salesforce Service Cloud
3. Expertise in complaints management and compliance frameworks
4. Proven ability to coach and develop teams
5. Excellent organisational and analytical skills
6. Confident communicator with stakeholder management experience
7. Fluent in English (written and verba...