Customer Service Team Manager

An exciting opportunity for an experienced Customer Service Team Manager to take responsibility for a rapidly growing customer contact operation within an award-winning company.

The successful candidate will bring passion, commercial awareness and operational rigour, together with a genuine commitment to developing people and improving performance. Our client prides itself on delivering a professional, personable service to its business customers, an approach that continues to set the company apart from its competitors.

As Customer Service Team Manager, you will work closely with Heads of Department and the wider Senior Management Team to identify and implement best practice, drive continuous improvement and foster a positive, performance-focused culture. You will play a key role in ensuring the team consistently meets and exceeds SLAs while delivering exceptional customer and employee experiences.

The Role

You will take full responsibility for your team, providing strong leadership, coaching and development to create a positive and engaging working environment. You will encourage innovation, share best practice and continually develop the team's skills, experience and performance.

The ability to prioritise effectively and set clear daily objectives will be essential, while recognising that flexibility is often required to respond to the changing demands of a fast-paced business.

Your responsibilities will include:

• Leading, coaching and developing a high-performing customer service team.


• Creating a positive, engaged and performance-focused team culture.


• Monitoring and improving team performance against agreed SLAs and KPIs.


• Identifying and implementing best practice and continuous improvements.


• Working with Heads of Department and Senior Management to support wider business objectives.


• Managing and resolving escalated customer enquiries where required.


• Identifying training and development opportunities to continually enhance team capability.


• Encouraging collaboration, innovation and the sharing of best practice across the team.


• Contributing to the ongoing development of the customer service strategy and operation.

While there will be opportunities to contribute to strategy and operational improvement, people leadership will be at the heart of this role. Your ability to engage, motivate and develop your team will be key to its success.

What We're Looking For

Ideally, you will have experience managing a business-to-business customer service or customer support operation, although we are equally interested in candidates who can demonstrate the leadership, people-management and operational skills required to succeed in the role.

We're looking for someone who:

• Has proven experience leading and developing a customer service team.


• Is passionate about delivering an exceptional customer experience.


• Can motivate, coach and develop individuals to reach their full potential.


• Has a strong understanding of performance management, SLAs and KPIs.


• Is organised, adaptable and able to prioritise effectively.


• Is confident dealing with escalated customer issues.


• Can identify opportunities for continuous improvement and implement positive change.


• Is a strong communicator who can work effectively with colleagues at all levels.


• Thrives in a fast-paced, growing business and enjoys developing people and processes.

What's on Offer

In return, you will receive a competitive salary, dependent on experience, together with a comprehensive benefits package, including:

• Monday to Friday, 9:00am–5:30pm office hours — no weekends


• Contributory pension scheme


• Competitive Annual leave entitlement plus Bank Holidays


• Healthcare plan


• Life assurance


• Employee of the Quarter and Year awards


• Regular team and company social events

If you're an experienced customer service leader looking for an opportunity to make a real impact within a growing, people-focused organisation, apply now to be considered for this fantastic opportunity.

Join a company that is passionate about its products, its service and, most importantly, its people.

Join this dynamic team and contribute to the continued growth! If you’re an ambitious individual with a passion for your work, we’d love to hear from you.

About Square Peg Associates:

At Square Peg Associates, we are a leading recruitment consultancy specialising in finance and commercial business professionals within the North West of England. Our approach is personal and tailored to each candidate. We not only consider the qualifications listed on their CVs but also take the time to understand them on a deeper level. Before representing any candidate to our esteemed client base, we build strong relationships with them.

If you’re interested in exploring our current vacancies, visit our website at Squarepegassociates.co.uk.