Customer Service Team Manager
Permanent
From £30,000 - £35,000 per annum + benefits
Location: Office-Based (Sussex/Surrey border)| 4 Days On, 4 Days Off (9am-9pm)
Looking for your next leadership challenge in a fast-paced, customer-focused environment? This is a fantastic opportunity to step into a Customer Service Team Manager role where you’ll lead a growing team, drive performance and make a real impact every day.
With customer expectations rising and operations expanding, this role is vital in ensuring service excellence. You'll be at the heart of a busy support team, coaching staff, managing performance and solving problems in real time.
What You’ll Be Doing:
- Lead and inspire the customer service team to deliver outstanding results across calls and emails
- Work closely with Supervisors and Seniors to keep performance on track and support their development
- Monitor live KPIs and adjust priorities throughout the day to meet targets
- Deliver regular 1:1s and feedback sessions, helping team members grow and succeed
- Manage the team rota, approve leave requests and ensure full shift coverage
- Own daily operations including quality checks, error reviews, and process compliance
- Jump in when needed—handling customer issues or escalations to keep things moving
- Collaborate with other Team Managers and support teams to streamline service and share insights
- Flag and escalate technical issues that impact service delivery
What You Bring:
- Proven experience managing teams in a fast-moving environment preferably from the Travel sector.
- Strong leadership and decision-making skills
- A hands-on, can-do approach—you’re not afraid to get stuck in
- Confidence using data to drive actions and improve performance
- A calm and clear communicator, even under pressure
What’s on Offer:
- Competitive salary, reviewed regularly
- Generous holiday allowance plus two paid Wellness Days per year
- Up to 13 weeks fully paid Parental Leave for all parents
- Two-week paid Sabbatical every five years
- Fun, inclusive team socials and a workplace that values growth, balance and wellbeing
- Bring your leadership energy, customer focus and problem-solving skills—and help shape the next phase of an ambitious customer service operation.
Ready to make your mark? Apply today.
Contact Details:
Newstone Talent Solutions Ltd Recruitment Team
