Customer Resolution Team Manager Location: Stratford-upon-Avon (1 day remote) Salary: Up to £34,000 Hours: 40 hours/week, 8am-5pm Mon-Fri The Role We are seeking an experienced Customer Resolution Team Manager to lead, motivate, and develop a team of 6-8 staff in a fast-paced contact centre environment. The team focuses on supporting customers experiencing difficulties with payments or account issues, ensuring a positive and effective resolution within set guidelines. This is a hands-on management role where you will drive performance, support your team, and help improve processes to enhance the customer experience. Key Responsibilities Coordinate and monitor the team to meet departmental and client targets Motivate, coach, and develop team members to achieve KPIs Conduct call audits and participate in compliance calibration sessions Lead by example and set high performance standards Identify and implement improvements to processes and the customer journey Manage first-line HR responsibilities, including holiday, sickness, and initial escalations Liaise with clients to maintain strong working relationships About You Previous experience in a team lead or managerial role Strong people management and coaching skills Ability to work under pressure in a fast-paced environment with tight deadlines Experience in debt collection is desirable Self-motivated, proactive, and positive attitude B...