Real Personnel are recruiting for an experienced Customer Service Manager to work for one of the UKs leading Gas and Electricity Companies.
The role is a permanent position direct with the employer.
You will be working in a large prestigious contact centre in the B37 area of Birmingham.
You must have previous contact centre team management experience as you will be overseeing 4 x Team Leaders.
The salary for the role is between 45-50K.
Key Responsibilities
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Leadership & Team Management
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Lead, coach, and develop a team of customer service advisors to deliver outstanding service across all channels (inbound/outbound calls, email, live chat).
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Conduct regular 1:1s, team meetings, and performance reviews to ensure personal and professional development.
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Foster a positive and inclusive team culture that promotes engagement, accountability, and continuous improvement.
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Performance Management
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Monitor key metrics including call quality, first contact resolution, average handling time, and customer satisfaction scores (CSAT/NPS).
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Identify performance trends and implement improvement plans to enhance service delivery.
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Ensure compliance with regulatory requirements (Ofgem standards, data protection, health & safety).
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Customer Experience
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Champion a customer-first approach, resolving escalated complaints and ensuring swift and fair resolutions.
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Collaborate with other departments (billing, metering, field services) to ensure end-to-end issue resolution.
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Use customer feedback to identify process improvements and enhance the customer journey.
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Operational Excellence
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Manage daily operations to meet SLAs and KPIs.
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Support workforce planning and scheduling to maintain adequate coverage