Customer Resolution Team Manager Stratford-upon-Avon 37.5 hours per week (Monday to Friday) £27,500-£28,500 DOE About the Company Our client is a leading UK provider of field service solutions, delivering external agency services primarily to the utilities sector. With a strong focus on compliance and customer satisfaction, they offer a dynamic and professional environment from their Head Office based in Warwickshire. Role Overview A fantastic opportunity has arisen for a confident, enthusiastic, and motivated individual to join the operational management team as a Customer Resolution Team Manager. You will be responsible for managing a team of 6–8 staff who support customers facing challenges with account resolutions and payment arrangements. This role requires strong leadership skills, the ability to drive performance, and a customer-focused approach to ensure all client and internal service standards are met. You’ll also contribute to continuous improvement through project work and process development. Key Responsibilities * Lead, motivate and support a team to achieve service levels and performance targets. * Oversee daily work allocation and monitor completion in line with client and internal requirements. * Conduct regular coaching sessions, one-to-ones, and team meetings. * Monitor and support inbound and outbound call activity, handling customer interactions when needed. * Perform quality checks, including call audits, and provide feedback to ensure consistent service standards. * Use root cause analysis to improve team and customer outcomes. * Manage team absences, performance issues, and act as the first point of escalation. * Work closely with clients and internal departments to maintain strong relationships. * Support departmental management with projects and improvements. * Ensure compliance with company policies, data security, and regulatory requirements. Essential Skills & Experience * Proven experience in a team leader or team manager role. * Strong people management and coaching skills. * Excellent communication and interpersonal abilities. * Highly organised, with a proactive and solution-focused mindset. * Comfortable working in a fast-paced, target-driven environment. * Proficient in using IT systems and management tools. * Adaptable and able to manage change effectively. Desirable * Experience in debt resolution or collections (not essential). What’s on Offer * A supportive and collaborative team environment. * Opportunities for development and contribution to business improvements. * Involvement with a respected and regulated service provider