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Customer Service Team Manager, Northampton
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Client:
Location:
Northampton, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
50112ab8335d
Job Views:
8
Posted:
12.08.2025
Expiry Date:
26.09.2025
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Job Description:
Customer Service Team Manager
Watford- Hybrid
Up to £45,000 per annum
This role leads a team of customer service agents in delivering exceptional service to customers. You'll be supporting a large-scale operational shift and helping to embed best-in-class practices across the contact centre.
Key Responsibilities:
* Lead, coach, and develop a team of contact centre agents to consistently achieve KPIs and service-level goals.
* Complete 1 to 1 meetings with agents.
* Monitor real-time adherence to schedules, investigating discrepancies in productivity, attendance, or performance.
* Conduct regular performance reviews and create tailored development plans to support individual growth.
* Manage key people processes including absence management, training, health and safety, and performance improvement.
* Identify and implement opportunities to enhance operational efficiency and customer experience.
* Act as a subject matter expert, resolving complex customer or retail queries and supporting agents with escalations.
Success Measures:
* Strong operational knowledge and the ability to lead by example within a fast-paced contact centre environment.
* Demonstrated ability to coach for performance and foster a positive team culture.
* Capability to analyse performance data and drive improvements in first-contact resolution, and other key metrics.
* Skilled in managing complex or escalated customer issues with professionalism and empathy.
* Proactive in managing and reducing unplanned absence and boosting team engagement.
Skills & Experience Required:
* Proven experience managing or supervising a contact centre or customer service team.
* Strong people management and coaching skills.
* Working knowledge of Microsoft Office and familiarity with CRM platforms (e.g. SAP, GEM Suite, or similar).
* Analytical mindset with the ability to interpret data and apply it to team development and process improvement.
* Experience working in regulated or customer-facing industries is highly desirable.
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