Customer Service Team Manager -Southend-on-Sea
đź’Ľ Contact Centre | Customer Experience | Operations
🕒 Type: Full-Time | Permanent – 37.5hrs per week – inc:- one Saturday one Sunday per month
đź’° Salary: ÂŁ32k-ÂŁ40k basic OTE upto ÂŁ45k-ÂŁ50k 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