Customer Service Manager

Customer Care Team Manager - Southend-on-Sea

Employment Type: Full-Time | Permanent - One Saturday per month and one Sunday per month
Salary: £35k -£40k + OTE £45k/£50k + Excellent Benefits

Are you a natural leader with a passion for people and a sharp focus on service performance?

We're recruiting on behalf of a fast-paced, customer-focused organisation based in Southend-on-Sea, seeking a driven and experienced Customer Care Team Manager. If you know how to inspire teams, drive results, and elevate the customer experience—this is the role for you.

You’ll be leading from the front—guiding a team of Customer Care Consultants to deliver high-quality service. This is your chance to shape culture, unlock talent, and use insight to push performance to the next level.

You'll have real ownership and the opportunity to influence customer strategy while delivering day-to-day operational success.

• Lead, coach, and develop a team of Customer Care Consultants to deliver exceptional service.

• Use customer feedback (Trustpilot, CSATs, complaints, Live Chat) to drive continuous improvement.

• Ensure KPIs and service levels are consistently achieved.

• Manage complex and regulated complaint resolution processes.

• Collaborate with workforce planning to ensure adequate resourcing.

• Produce reports, identify trends, and make recommendations for smarter operations.

• Champion a positive, empowered team culture built around learning and development.

• Proven leadership experience in a customer service or contact centre environment.

• Strong coaching and mentoring skills with a passion for team development.

• Results-driven with strong analytical and reporting capabilities.

• Confident communicator with excellent stakeholder skills.

• Experience in a regulated environment (preferred but not essential).

• Proficient in Microsoft Office (Excel, Word, Outlook).

Desirable:

• Experience managing complaints and live chat functions

• IF1 qualification (or willingness to achieve it)

• Join a business that puts customers and people first.

• Competitive salary, performance bonus, and full benefits package.

• A genuine opportunity to shape, lead, and grow.

• Strong company culture with support for learning and progression.

If you’re a hands-on team leader who’s passionate about people, performance, and service excellence, we want to hear from you.

Apply now or contact our recruitment team for a confidential chat.