Customer Service Team Manager, Gateshead
Client: NRG
Location: Gateshead, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Details
Join an industry-leading business working with global brands. We are seeking a passionate and driven Team Manager to lead a team of up to 12 Customer Service Advisors in a multilingual contact centre.
Reporting to the Customer Services Manager and supported by a dedicated Team Supervisor, you'll help create a high-performing, engaged, and continuously improving team while ensuring excellent customer service.
What’s in it for you?
* Starting salary: Up to £32,000 + annual bonus scheme
* Holidays: 25 days + bank holidays + your birthday off
Responsibilities
* Lead, coach, and motivate the team to deliver excellent customer contact
* Conduct regular 1:1s, feedback sessions, and performance reviews
* Monitor quality, identify trends, and implement targeted improvements
* Handle escalated queries and complaints professionally and empathetically
* Collaborate with Forecasting, Planning, and Client Delivery teams to meet SLAs and KPIs
* Support onboarding, training, and development of new team members
* Promote a culture of continuous learning and ownership of performance
* Use performance data to recognize success and identify coaching opportunities
* Work closely with the Customer Services Manager to foster a people-focused, performance-led culture
Qualifications
* Proven experience as a Team Leader/Manager or Supervisor in a contact centre or service environment
* Experience in a multilingual contact centre is highly desirable
* Ability to deliver feedback, coaching, and drive quality improvements
* Strong communication skills and ability to motivate others
* Calm under pressure and capable of handling complex or escalated queries
* Data-driven with confidence in using metrics for decision-making
* Passionate about customer service and team development
* Second language skills (French, German, or Spanish) are a plus
Application
If you are ready to lead with purpose and help shape a positive, high-performing team, click ‘apply now’ and a team member will contact you.
NRG is an equal opportunities employer committed to diversity and inclusion. We oppose all forms of unlawful or unfair discrimination and strive to create an equitable environment for all.
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