Customer Service Team Manager

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.