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- Tasks: Lead and inspire a team of Customer Service Advisors in a dynamic contact centre.
- Company: Join an industry leader collaborating with global brands in a vibrant environment.
- Benefits: Enjoy a competitive salary, 25 days holiday, and your birthday off, plus bonuses.
- Why this job: Shape a high-performing team while delivering exceptional customer service and fostering growth.
- Qualifications: Experience in a contact centre leadership role; multilingual skills are a bonus.
- Other info: NRG promotes diversity and inclusion, ensuring a supportive workplace for all.
The predicted salary is between 24000 - 32000 £ per year.
Team manager – Contact Centre
Gateshead
Hybrid (up to 3 days/week in-office)
Are you looking to join an industry leading business that works with global brands? Are you a people-first leader who thrives in a fast-paced, customer-focused environment? If this sounds like you, we’re looking for a passionate and driven Team Manager to lead a team of up to 12 Customer Service Advisors in a multilingual contact centre.
Reporting to the Customer Services Manager and supported by a dedicated Team Supervisor, you\’ll play a key role in creating a high-performing, engaged, and continuously improving team – while ensuring customers receive an outstanding service.
What’s in it for you?
- Starting salary: Up to £32,000 + annual bonus scheme
- Holidays: 25 days + bank holidays + your birthday off
- 2 x Death in Service Benefit
What you’ll be doing:
- Lead, coach, and inspire a team to deliver excellence across all customer contact
- Run regular 1:1s, feedback sessions, and performance reviews that support growth and accountability
- Monitor quality, identify trends, and drive targeted improvements through coaching and training
- Handle escalated queries and complaints with professionalism and empathy
- Collaborate with Forecasting, Planning, and Client Delivery teams to meet SLAs and KPIs
- Support onboarding, training, and early development of new team members
- Champion a culture of continuous learning and ownership of performance
- Use performance data to recognise success and identify coaching opportunities
- Work closely with the Customer Services Manager to embed a people-focused, performance-led culture
What they’re looking for:
- Proven experience as a Team Leader/Manager or Supervisor in a contact centre or service environment
- Experience in a multilingual contact centre is highly desirable
- Confident in delivering feedback, coaching sessions, and driving quality improvements
- Strong communicator with excellent people skills and a natural ability to motivate others
- Calm under pressure and capable of handling complex or escalated queries
- Data-savvy and confident using metrics to guide decisions
- Passionate about customer service and team development
- A second language (especially French, German, or Spanish) is a big plus
If you’re ready to lead with purpose and help shape a positive, high-performing team ,click ‘apply now’ and a member of the team will be in touch.
NRG is an equal opportunities employer committed to promoting a diverse and inclusive workplace. We oppose all forms of unlawful or unfair discrimination on the grounds of any protected characteristic. Our aim is to create an environment that encourages diversity, builds on individual differences, and responds equitably to the needs of all. We proactively take steps to fulfil our legal obligations, remove barriers, monitor for fairness, reflect the communities we serve, and enforce a zero-tolerance policy for breaches of our Equality and Diversity policy.
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Customer Service Team Manager employer: NRG.
Contact Detail:
NRG. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer service, especially in multilingual environments. This knowledge will help you demonstrate your understanding of the challenges and opportunities in leading a diverse team.
✨Tip Number 2
Prepare to discuss your leadership style and how you motivate teams. Think of specific examples where you've successfully led a team through challenges or improved performance metrics.
✨Tip Number 3
Brush up on your data analysis skills. Be ready to explain how you've used performance data in the past to drive improvements and make informed decisions within a team setting.
✨Tip Number 4
If you speak a second language, especially French, German, or Spanish, be sure to highlight this during your discussions. It can set you apart from other candidates and show your ability to connect with a broader range of customers.
We think you need these skills to ace Customer Service Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team management. Use specific examples that demonstrate your leadership skills and ability to inspire a team.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your people-first leadership style. Mention any experience you have in a multilingual contact centre and how it aligns with the company's values.
Highlight Key Skills: In your application, emphasise your communication skills, ability to handle escalated queries, and experience with performance metrics. These are crucial for the role of a Customer Service Team Manager.
Showcase Continuous Learning: Mention any training or development initiatives you've led in previous roles. This will demonstrate your commitment to fostering a culture of continuous improvement within your team.
How to prepare for a job interview at NRG.
✨Showcase Your Leadership Skills
As a Team Manager, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully managed teams in the past, focusing on your coaching techniques and how you’ve driven performance improvements.
✨Emphasise Customer Service Excellence
Highlight your passion for customer service during the interview. Be ready to discuss specific instances where you went above and beyond to ensure customer satisfaction, as this role is all about delivering outstanding service.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding escalated queries. Think of scenarios where you handled difficult situations with professionalism and empathy, and be prepared to share these experiences.
✨Familiarise Yourself with Performance Metrics
Since the role involves using data to guide decisions, brush up on key performance indicators relevant to customer service. Be ready to discuss how you've used metrics in the past to identify trends and drive improvements within your team.
