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- Tasks: Lead and develop a dynamic customer service team in a fast-paced contact centre.
- Company: Join a growing organisation focused on excellent customer service and continuous improvement.
- Benefits: Enjoy a competitive salary, gym access, and career progression opportunities.
- Why this job: Make a real impact on customer experience while leading a passionate team.
- Qualifications: Experience in customer service leadership and strong communication skills required.
- Other info: Smart casual dress code and supportive team culture await you!
The predicted salary is between 32000 - 44800 £ per year.
This is an excellent opportunity to join a growing organisation as a Customer Service Manager / Contact Centre Team Leader, leading a customer service function focused on performance, quality, and customer experience within a fast‑paced contact centre environment.
We have a new opportunity for a Customer Service Manager / Contact Centre Team Leader to join a growing customer service operation committed to delivering excellent service and continuous improvement. As a Customer Service Manager / Contact Centre Team Leader, you will lead, coach, and develop Customer Service Advisors and Senior Advisors, ensuring high standards of customer service, performance management, and engagement are consistently achieved. This role suits someone who thrives in a fast‑paced contact centre environment and enjoys using data, KPIs, and coaching techniques to drive results. You will play a key role in shaping customer experience and supporting the wider operational strategy.
Duties:
- Lead, motivate, and develop Customer Service Advisors and Senior Advisors
- Monitor KPIs, trends, and individual performance, taking proactive action where required
- Schedule team resources effectively to meet customer demand and service levels
- Conduct regular one‑to‑ones, performance reviews, and development discussions
- Champion and embed the Customer Experience Quality Framework
- Manage customer escalations and ensure effective complaint resolution
- Identify opportunities to improve processes, service delivery, and team capability
- Foster a culture of collaboration, accountability, and professional growth
Candidate Requirements:
- Significant experience in a customer service or contact centre environment with team leadership responsibility
- Proven experience of coaching, mentoring, and performance management
- Degree‑level education or equivalent professional experience
- Strong communication, delegation, and stakeholder management skills
- Solution‑focused mindset with excellent time management and organisational skills
- Ability to lead by example and inspire high levels of customer service
Benefits:
- Smart casual dress code
- Free access to gym facilities
- Access to a financial wellbeing platform (after successful completion of probationary period)
- Access to an employee assistance programme, Virtual GP and Elderly Care support (after successful completion of probationary period)
- Access to cycle to work, childcare, and electric vehicle schemes after six months
- Brand new office with excellent transport links
- Supportive team culture, growth and career progression
How to Apply:
To be considered for this role, submit your CV to our Recruitment Team who will review your details. By submitting your job application you give express consent for your details to be shared with the client.
Customer Service Manager / Contact Centre Team Leader in Altrincham employer: AWD online
Contact Detail:
AWD online Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager / Contact Centre Team Leader in Altrincham
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios specific to customer service management. Role-play with a friend or use online resources to sharpen your responses and boost your confidence.
✨Tip Number 3
Showcase your leadership skills during interviews. Share examples of how you've motivated teams, improved performance, or resolved conflicts. This will demonstrate that you're not just a manager but a true leader.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets noticed. Plus, it shows your enthusiasm for the role and the company. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Service Manager / Contact Centre Team Leader in Altrincham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Service Manager role. Highlight your experience in leading teams and managing customer service functions, as this will show us you’re a great fit for the position.
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use specific examples of how you’ve improved customer service or team performance in previous roles. We love seeing results!
Keep It Professional Yet Personal: While we want to see your professional side, don’t be afraid to let your personality shine through. A touch of warmth and authenticity can make your application stand out from the crowd.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. This way, your application goes directly to us, and we can get back to you quicker. Plus, it’s super easy!
How to prepare for a job interview at AWD online
✨Know Your Numbers
As a Customer Service Manager, you'll be expected to monitor KPIs and performance metrics. Brush up on relevant data and examples from your past roles that demonstrate how you've used these metrics to drive results. Be ready to discuss specific instances where you improved team performance or customer satisfaction.
✨Showcase Your Leadership Style
This role requires strong leadership skills, so think about how you can convey your coaching and mentoring experience. Prepare anecdotes that highlight your ability to motivate a team, resolve conflicts, and foster a positive work environment. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Problem-Solving Skills
Customer escalations and complaint resolution are key parts of this job. Be prepared to discuss how you've handled difficult situations in the past. Think of specific examples where you turned a negative customer experience into a positive one, showcasing your solution-focused mindset.
✨Cultural Fit Matters
The company values collaboration and professional growth, so make sure to express your alignment with these values. Research the company's culture and be ready to discuss how you can contribute to a supportive team environment. Highlight any experiences that demonstrate your commitment to continuous improvement and teamwork.
