At a Glance
- Tasks: Lead and develop a team to deliver exceptional customer service and drive performance.
- Company: Join Movera, a growing platform transforming the home moving market.
- Benefits: Enjoy 25 days holiday, hybrid working, and free legal fees for moving.
- Other info: Diverse workplace culture with opportunities for personal and professional growth.
- Why this job: Make a real impact in a supportive and dynamic environment.
- Qualifications: Experience in contact centre management and strong people skills required.
The predicted salary is between 35000 - 45000 € per year.
Are you a Contact Centre Team Manager (or an experienced Team Leader ready to step up) who excels at leading people, driving performance, and delivering great customer outcomes? We’re looking for a Client Success Team Manager to lead and develop a team of Client Success Specialists, ensuring outstanding service delivery while driving performance, engagement, and continuous improvement. This is a fantastic opportunity to join a business at an exciting time of growth and transformation, where you’ll have real scope to make an impact. This is a permanent, Monday to Friday role (8:30am–5:00pm), with no weekend or shift work. Hybrid work (minimum 2 days per week in office) will be available after an initial training period.
Who are We
Movera is a flourishing platform business that brings together ambitious home moving brands from across the sector. Built on the heritage and passion of experienced legal services businesses including ONP Solicitors and Cavendish Legal Group, brought together to transform the moving market for the better. Our vision is to create moving and remortgaging experiences to be celebrated – not tolerated.
The Role
You’ll be responsible for leading, coaching, and developing a team of Client Success Specialists to deliver exceptional customer service, meet performance targets, and comply with quality and regulatory standards.
Key Responsibilities
- People Leadership & Coaching
- Lead, motivate, and develop a team of Contact Centre Advisors to achieve individual and team KPIs
- Conduct regular 1:1s, performance reviews, and coaching sessions
- Identify development needs and create tailored development and performance plans
- Support employee engagement, wellbeing, and retention
- Performance & Delivery
- Manage team performance against key metrics such as adherence, AHT, quality, customer satisfaction, productivity, and attendance
- Analyse performance data to identify trends, risks, and improvement opportunities
- Take proactive ownership of underperformance, implementing corrective actions where needed
- Support achievement of wider operational and business objectives
- Quality & Customer Experience
- Ensure a consistently high standard of customer experience across all channels (phone, email, chat, etc.)
- Monitor quality scores and call observations, providing timely feedback
- Promote a customer-first culture aligned to company values
- Operational Excellence
- Support Resource Planning through effective use of WFM tools
- Ensure adherence to policies, procedures, and regulatory requirements
- Act as an escalation point for complex customer issues and complaints
- Contribute to continuous improvement initiatives and change delivery
- Stakeholder Collaboration
- Work closely with Resource Planning, Quality, Training, and other operational teams
- Communicate clearly and consistently with senior managers and peers
- Support onboarding and training of new starters
Core Skills & Experience
- Proven experience in a Contact Centre Team Manager or Team Leader role
- Strong people management and coaching capability
- Experience managing KPIs and performance in a high-volume environment
- Excellent communication and interpersonal skills
- Confident using MI and performance data to drive outcomes
- Experience working in a regulated environment
- Familiarity with workforce management principles
- Experience supporting change or transformation initiatives
- Resilient and adaptable in a fast-paced environment
- Customer-focused with a continuous improvement mindset
- Confident decision-maker with strong problem-solving skills
What we offer
We aim to reward your hard work generously. You’ll be greeted in our offices with great coffee, fruit and biscuits to keep you going, alongside all the benefits listed below, plus much more.
- 25 days holiday + your Birthday off!
- Hybrid working available after an initial full-time training period
- Free conveyancing legal fees
- Moving home days off
- Volunteering days
- Retailer discounts and frequent socials
- Refer a friend bonuses
Look forward to Monday mornings at Movera, we have the culture, technology and purpose to change the way you feel about your job and strive to create a positive and supportive work environment.
At Movera, we celebrate diverse backgrounds, experiences, and perspectives. We strive to create an environment where everyone feels valued, heard, and empowered. We believe that a diverse workforce brings unique perspectives and ideas that drive innovation and excellence. We welcome and encourage applications from individuals of all backgrounds, including those from underrepresented groups. If you need any support during the application process, please let us know.
DBS and Financial Checks
We are committed to creating a safe, secure, and trustworthy workplace for everyone. As part of this commitment, all employment offers are subject to successful completion of DBS (Disclosure and Barring Service) checks and financial background checks. These checks help us maintain the highest standards of integrity and compliance while ensuring the well-being of our employees and clients. Rest assured, all checks will be carried out with care and in full accordance with relevant data protection laws.
Client Success Team Manager in Stockport employer: Movera
Movera is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture where your contributions truly matter. With a focus on continuous improvement and a commitment to diversity, we provide generous benefits including 25 days holiday plus your birthday off, hybrid working options, and opportunities for professional development. Join us in transforming the moving market while enjoying a positive environment that celebrates your unique background and ideas.
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Team Manager in Stockport
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Client Success Team Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by researching Movera and understanding our values. Think about how your experience aligns with our mission to transform the moving market. Show us you’re not just looking for any job, but that you genuinely want to be part of our exciting journey.
✨Tip Number 3
Practice your leadership stories! Be ready to share specific examples of how you’ve motivated teams, driven performance, and improved customer outcomes in your previous roles. We love hearing about real-life experiences that showcase your skills.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining Movera and being part of our fantastic team.
We think you need these skills to ace Client Success Team Manager in Stockport
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in leading teams and driving performance. We want to see how your skills align with our vision of delivering exceptional customer service.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve improved team performance or customer satisfaction in previous roles. We love seeing quantifiable results that demonstrate your impact!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who fits our culture, so don’t be afraid to show us what makes you unique and how you can contribute to our positive work environment.
Apply Through Our Website:For the best chance of success, make sure to submit your application directly through our website. This helps us keep track of your application and ensures it gets the attention it deserves!
How to prepare for a job interview at Movera
✨Know Your Numbers
As a Client Success Team Manager, you'll need to manage KPIs and performance metrics. Brush up on relevant metrics like AHT, customer satisfaction scores, and productivity rates. Be ready to discuss how you've used data to drive performance in your previous roles.
✨Showcase Your Leadership Style
Prepare to talk about your approach to leading and developing teams. Think of specific examples where you've motivated your team or turned around underperformance. Highlight your coaching techniques and how you foster a customer-first culture.
✨Understand the Company Culture
Research Movera's values and mission. Be prepared to discuss how your personal values align with theirs, especially regarding diversity and continuous improvement. This shows that you're not just looking for a job, but a place where you can contribute meaningfully.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and decision-making abilities. Think of scenarios where you've had to handle complex customer issues or implement change initiatives. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
