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
Brook Street NMR is acting as an Employment Agency in relation to this vacancy.
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