Customer resolution team manager

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

1. Previous experience in a team lead or managerial role