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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 performance and customer experience.
- Benefits: Enjoy a competitive salary, bonuses, gym access, and flexible working options.
- Why this job: Shape customer experiences and drive continuous improvement in a supportive environment.
- Qualifications: Experience in customer service leadership and strong communication skills required.
- Other info: Smart casual dress code and excellent career progression opportunities await you.
The predicted salary is between 28000 - 36000 £ 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.
SALARY: £32,000 per annum + monthly Bonus + Benefits
LOCATION: Working from the office in Altrincham, Greater Manchester and weekends from home.
JOB TYPE: Full‑Time, Permanent
WORKING HOURS: Rota‑based working including weekends and Bank Holidays.
JOB OVERVIEW
We have a fantastic new job 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
- Team Leadership and Coaching: Lead, motivate, and develop Customer Service Advisors and Senior Advisors
- Performance Management: Monitor KPIs, trends, and individual performance, taking proactive action where required
- Resource Planning: Schedule team resources effectively to meet customer demand and service levels
- One‑to‑One Meetings: Conduct regular one‑to‑ones, performance reviews, and development discussions
- Customer Experience Quality: Champion and embed the Customer Experience Quality Framework
- Escalation Handling: Manage customer escalations and ensure effective complaint resolution
- Continuous Improvement: Identify opportunities to improve processes, service delivery, and team capability
- Culture and Engagement: 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
- A 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 (on successful completion of probationary period)
- Access to an employee assistance programme, Virtual GP and Elderly Care support (on 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 job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
Customer Service Manager / Contact Centre Team Leader (AWDO-P14245) 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 (AWDO-P14245) in Altrincham)
✨Tip Number 1
Get to know the company! Research their values, culture, and recent achievements. This will help you tailor your approach and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider tips or even a referral, which can give you a leg up in the hiring process.
✨Tip Number 3
Prepare for the interview by practising common questions and scenarios related to customer service management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your experience effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role can leave a positive impression and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Service Manager / Contact Centre Team Leader (AWDO-P14245) in Altrincham)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Service Manager / Contact Centre Team Leader. Highlight your experience in team leadership and customer service, and don’t forget to mention any relevant KPIs you've managed!
Showcase Your Skills: We want to see your communication and coaching skills shine through. Use specific examples from your past roles to demonstrate how you've led teams and improved customer experiences.
Keep It Professional Yet Personal: While we love a professional tone, don’t be afraid to let your personality show! A bit of warmth can go a long way in making your application stand out.
Apply Through Our Website: For the best chance of success, make sure you apply through our website. This helps us keep track of your application and ensures it gets to the right people quickly!
How to prepare for a job interview at AWD online
✨Know Your Numbers
As a Customer Service Manager, you'll be expected to understand KPIs and performance metrics. Brush up on relevant data and be ready to discuss how you've used these in past roles to drive results. This shows you’re not just about leading but also about achieving.
✨Showcase Your Coaching Skills
Prepare examples of how you've successfully coached and developed team members in previous positions. Highlight specific instances where your guidance led to improved performance or customer satisfaction. This will demonstrate your ability to lead and inspire others.
✨Emphasise Continuous Improvement
Think of ways you've identified and implemented process improvements in your past roles. Be ready to share these experiences during the interview, as this aligns perfectly with the company's focus on continuous improvement and enhancing customer experience.
✨Engage with the Company Culture
Research the company’s values and culture before the interview. Be prepared to discuss how your personal values align with theirs and how you can contribute to fostering a collaborative and accountable environment. This shows that you’re not just looking for a job, but a place where you can grow and make an impact.
