Overview
Customer Service Team Manager – Altrincham
£40,000 - £43,000 DOE | Mon-Fri, 9am - 6pm
We are growing our phone-based customer service team in Altrincham and need a hands-on people leader who loves coaching, solving problems, and making customers feel looked after. If you thrive on delivering exceptional customer service, run effective huddles, and leave people better than you found them, read on!
Why you'll love the role
* Salary: £40,000-£43,000 DOE (with an annual salary review)
* Hours: Monday to Friday, 9am - 6pm (no evenings or weekends)
* Location: Altrincham - free onsite parking
* Perks: 23 days' holiday plus bank holidays and your birthday off, enhanced maternity/paternity, pension, regular all-expenses-paid socials, discounted gym membership, wellbeing platform access, paid study leave, and more
What you'll be doing
* Lead, coach and grow a team of phone-based Customer Service Advisors
* Run daily huddles, 1:1s, call listening and feedback; build skills and confidence
* Keep the wheels turning: rotas, real-time workflow, queue management, escalations
* Own the numbers: SLAs, QA scores, CSAT/NPS, AHT, first-contact resolution
* Spot and fix pain points - tighten processes, update scripts/knowledge base
* Recruit and onboard new advisors as the team scales
* Partner with Ops/Finance/Compliance to keep service slick and customers happy
What you'll bring
* Team lead/manager experience in a busy, phone-first CS environment
* Coaching mindset - you know how to turn call insights into better outcomes
* Comfortable with KPIs, QA frameworks and CRM/telephony tools
* Calm under pressure, clear communicator, fair but firm when it counts
If you're interested in this role based in Altrincham, hit apply with your CV now. We move quickly and keep you posted at every step.
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