Customer Service Team Manager -Southend-on-Sea Contact Centre | Customer Experience | Operations Type: Full-Time | Permanent – 37.5hrs per week – inc:- one Saturday one Sunday per month Salary: £35k-£40k basic OTE £45k Competitive Bonus Excellent Benefits Shape the Future of Customer Excellence Are you an inspiring, data-driven leader ready to elevate customer service to the next level? We are partnering with a respected and fast-growing organisation based in Southend-on-Sea, currently seeking a Customer Service Team Manager to join their dynamic Contact Centre operation. This is a high-impact leadership role ideal for a professional who thrives in a fast-paced, regulated environment and has a passion for both people development and customer satisfaction. This is more than just a team leader position—it’s an opportunity to influence the wider customer strategy, driving insight-led improvements that enhance operational delivery, customer sentiment, and long-term business growth. About the Role Reporting directly to the Contact Centre Manager, you’ll be accountable for the performance, coaching, and development of a team of Customer Care Consultants. Your focus will be on delivering service excellence while also supporting continuous improvement, workforce planning, and compliance with regulatory and client expectations. You’ll play a critical role in sharing customer feedback, sentiment trends, and pain points across the business—becoming a true voice of the customer. Through data analysis and collaboration, you will influence change that enhances customer satisfaction, agent experience, and operational efficiency. Key Responsibilities Leadership & Team Development * Provide clear direction, coaching, and daily support to a team of Customer Care Consultants. * Build a high-performance culture where agents are motivated, engaged, and empowered to succeed. * Identify and develop internal talent, supporting career progression and future leadership pipelines. * Ensure regular performance reviews, 1:1s, and training are conducted in line with internal people processes. Customer Experience & Operational Insight * Champion a customer-first mindset, using Trustpilot reviews, Live Chat feedback, CSAT scores, complaints data, and MI to drive service enhancements. * Lead by example in handling escalated complaints and ensure all issues are resolved within regulatory timeframes. * Produce in-depth reports and insights for senior management to identify trends, operational gaps, and opportunities for process optimisation. Regulatory & Compliance Excellence * Ensure your team operates within the bounds of FCA principles, client contracts, and internal policies. * Support ongoing training and upskilling to maintain compliance and embed best practices in all customer interactions. * Collaborate with Planning and Workforce Management teams to ensure staffing levels meet demand across voice and non-voice channels. What You’ll Bring Essential Skills & Experience * Demonstrable experience managing or leading customer care/customer service teams in a contact centre or regulated environment. * Proven success in coaching, developing, and performance-managing individuals. * Strong communication and interpersonal skills, with the ability to influence at all levels. * Analytical mindset with the ability to interpret customer and operational data and act decisively. * Highly organised and able to manage multiple workstreams and competing priorities. * Strong understanding of end-to-end customer service processes. Desirable * Experience working with complaint resolution and regulatory frameworks. * Background in using platforms such as Live Chat, Zendesk, or similar tools. * IF1 qualification or willingness to work toward it. * Skilled in Microsoft Office (Word, Excel, PowerPoint, Outlook). What’s in It for You? * Work within a supportive, forward-thinking organisation that puts people and customers at the heart of what they do. * Clear progression opportunities with investment in learning & development. * A collaborative, values-driven culture with a strong mission and purpose. * Competitive salary, performance-based bonuses, and a comprehensive benefits package. Ready to Make a Difference? We’re interviewing immediately for this exciting opportunity. If you’re a hands-on people leader with a passion for delivering exceptional service and driving improvement—we want to hear from you. Apply now or get in touch with our specialist recruitment team for a confidential discussion