Customer Service Team Manager

Customer Service jobs >> Advisor/Assistant/Manager

Negotiable

Permanent

Description

Customer Service Team Manager

Altrincham | £40,000 - £43,000 DOE | Mon–Fri, 9am - 6pm

We’re growing our phone-based customer service team in Altrincham and need a hands-on people leader who loves coaching, solving problems, and making customers feel looked after. If you’re the type who thrives on delivering exceptional customer service, runs a cracking huddle, and leaves people better than you found them - read on!

Why you’ll love the role of Customer Service Team Manager:

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Salary: £40,000–£43,000 DOE (with an annual salary review)

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Hours: Monday to Friday, 9am - 6pm (no evenings or weekends)

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Location: Altrincham - free onsite parking!

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Perks: 23 days’ holiday plus bank hols and your birthday off, enhanced maternity/paternity, pension, regular all-expenses-paid socials, discounted gym membership, wellbeing platform access, paid study leave, and more!

What you’ll be doing as Customer Service Team Manager:

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Lead, coach and grow a team of phone-based Customer Service Advisors

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Run daily huddles, 1:1s, call listening and feedback; build skills and confidence

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Keep the wheels turning: rotas, real-time workflow, queue management, escalations

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Own the numbers: SLAs, QA scores, CSAT/NPS, AHT, first-contact resolution

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Spot and fix pain points - tighten processes, update scripts/knowledge base

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Recruit and onboard new advisors as the team scales

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Partner with Ops/Finance/Compliance to keep service slick and customers happy

What you’ll bring as Customer Service Team Manager:

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Team lead/manager experience in a busy, phone-first CS environment

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Coaching mindset - you know how to turn call insights into better outcomes

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Comfortable with KPIs, QA frameworks and CRM/telephony tools

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Calm under pressure, clear communicator, fair but firm when it counts

If you're interested in this Customer Service Team Manager role based in Altrincham, hit apply with your CV now! We move quickly and keep you posted at every step
  • 1
  • Negotiable
  • None
  • None
  • CV-179737
  • Permanent
  • 4
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