Customer Service Team Manager

Customer Service Team Manager

Permanent

From £30,000 - £35,000 per annum + benefits

Location: Office-Based (Sussex/Surrey border)| 4 Days On, 4 Days Off (9am-9pm)

Looking for your next leadership challenge in a fast-paced, customer-focused environment? This is a fantastic opportunity to step into a Customer Service Team Manager role where you’ll lead a growing team, drive performance and make a real impact every day.

With customer expectations rising and operations expanding, this role is vital in ensuring service excellence. You'll be at the heart of a busy support team, coaching staff, managing performance and solving problems in real time.

What You’ll Be Doing:

• Lead and inspire the customer service team to deliver outstanding results across calls and emails
• Work closely with Supervisors and Seniors to keep performance on track and support their development
• Monitor live KPIs and adjust priorities throughout the day to meet targets
• Deliver regular 1:1s and feedback sessions, helping team members grow and succeed
• Manage the team rota, approve leave requests and ensure full shift coverage
• Own daily operations including quality checks, error reviews, and process compliance
• Jump in when needed—handling customer issues or escalations to keep things moving
• Collaborate with other Team Managers and support teams to streamline service and share insights
• Flag and escalate technical issues that impact service delivery

What You Bring:

• Proven experience managing teams in a fast-moving environment preferably from the Travel sector.
• Strong leadership and decision-making skills
• A hands-on, can-do approach—you’re not afraid to get stuck in
• Confidence using data to drive actions and improve performance
• A calm and clear communicator, even under pressure

What’s on Offer:

• Competitive salary, reviewed regularly
• Generous holiday allowance plus two paid Wellness Days per year
• Up to 13 weeks fully paid Parental Leave for all parents
• Two-week paid Sabbatical every five years
• Fun, inclusive team socials and a workplace that values growth, balance and wellbeing
• Bring your leadership energy, customer focus and problem-solving skills—and help shape the next phase of an ambitious customer service operation.

Ready to make your mark? Apply today.