At a Glance
- Tasks: Lead and develop a team of Customer Service Advisors in a dynamic contact centre.
- Company: Join a growing organisation focused on customer experience and team performance.
- Benefits: Competitive salary up to £35,000, bonus, hybrid working, and great benefits.
- Other info: Enjoy a positive, inclusive environment with opportunities for continuous improvement.
- Why this job: Make a real impact on customer satisfaction and team culture while developing your leadership skills.
- Qualifications: Experience in managing customer service teams and strong communication skills.
The predicted salary is between 31500 - 38500 £ per year.
We’re looking for an experienced
Customer Service Team Manager to lead, coach and develop a team of Customer Service Advisors within a busy omni-channel contact centre.
You’ll play a key role in driving high performance, improving customer satisfaction and creating a positive, motivated team environment.
Key Responsibilities
- Lead, coach and develop a team of Customer Service Advisors.
- Drive performance against KPIs including CSAT, quality and productivity.
- Conduct regular 1-to-1s, coaching sessions and performance reviews.
- Manage attendance, performance and day-to-day employee relations.
- Monitor live contact centre performance and respond to operational issues.
- Identify training needs and support continuous improvement.
- Create a positive, inclusive and high-performing team culture.
- Work with wider Customer Experience teams to improve processes and customer journeys.
About You
- Proven experience managing, coaching and developing customer service teams.
- Strong understanding of contact centre KPIs, reporting and performance management.
- Confident having challenging conversations and providing honest, constructive feedback.
- Passionate about delivering excellent customer experiences.
- Target-driven with a strong focus on continuous improvement.
- Excellent communication, organisation and problem-solving skills.
- The Details
- Hybrid working – minimum 1 day per week onsite
- Up to
- + Bonus &Benefits
- 40 hours per week - Rotational
• Monday–Friday
8am–8pm
• Saturday–Sunday
This is a fantastic opportunity for an experienced contact centre leader looking to join a growing organisation and make a real impact across customer experience, team performance and colleague development.
Team Manager employer: Cactus Search Careers
Cactus Search offers a dynamic and supportive work environment in Cheltenham/Gloucester, where HR professionals are empowered to make a real impact on the organisation. With a strong focus on employee development and a culture that values innovative HR practices, you will have ample opportunities for growth and collaboration across the full employee lifecycle. Join us to be part of a high-performing team that prioritises meaningful contributions and fosters a positive workplace atmosphere.
StudySmarter Expert Advice🤫
We think this is how you could land Team Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cactus Search Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cactus Search Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Team Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cactus Search Careers:Your cover letter is your chance to shine! Tell us why you want to work at Cactus Search Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cactus Search Careers!
How to prepare for a job interview at Cactus Search Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
