Job Title: Team Manager – Customer Operations
Location: Newcastle (Office‑based)
Salary: Competitive + Benefits
Are you an experienced leader with a passion for developing people and driving high‑quality customer service performance? We’re supporting a growing organisation in the search for a Team Manager to lead a team of contact centre agents in a fast‑paced, customer‑focused environment.
As Team Manager, you’ll be responsible for motivating, coaching, and developing a team of agents to deliver outstanding service while achieving operational targets. You’ll play a hands‑on leadership role—providing regular coaching, call listening, quality feedback, and performance management.
Key Responsibilities
* Lead, coach, and develop a team of contact centre agents.
* Provide regular 1:1 coaching, call listening, and performance feedback.
* Set clear expectations aligned to service, quality, and productivity targets.
* Support recruitment, onboarding, and early‑stage coaching.
* Drive customer‑first behaviours and support escalations.
* Monitor key metrics and manage underperformance where required.
* Foster a positive, inclusive, supportive working environment.
What we're looking for
You’ll bring strong coaching and leadership skills, excellent communication, and solid experience managing people within a contact centre environment. You should understand KPIs, quality frameworks, and frontline customer service operations.
Essential experience includes:
* Team Manager / Team Leader experience in a contact centre.
* Delivery against KPIs and continuous improvement agendas.
* Quality monitoring and performance coaching.
* Ability to thrive in a fast‑paced environment.
Next Steps
If you’re passionate about developing high‑performing teams and creating exceptional customer experiences, we’d love to hear from you