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- Tasks: Lead and inspire a team of Customer Service Advisors in a dynamic contact centre.
- Company: Join an industry leader collaborating with global brands in a vibrant environment.
- Benefits: Enjoy a salary up to £32,000, 25 days holiday, and your birthday off!
- Why this job: Shape a high-performing team while delivering exceptional customer service.
- Qualifications: Experience in a contact centre leadership role is essential; multilingual skills are a bonus.
- Other info: We promote diversity and inclusivity, ensuring a supportive workplace for all.
The predicted salary is between 24000 - 32000 £ per year.
Team manager – Contact Centre
Gateshead
Hybrid (up to 3 days/week in-office)
Are you looking to join an industry leading business that works with global brands? Are you a people-first leader who thrives in a fast-paced, customer-focused environment? If this sounds like you, we’re looking for a passionate and driven Team Manager to lead a team of up to 12 Customer Service Advisors in a multilingual contact centre.
Reporting to the Customer Services Manager and supported by a dedicated Team Supervisor, you'll play a key role in creating a high-performing, engaged, and continuously improving team - while ensuring customers receive an outstanding service.
What’s in it for you?
- Starting salary: Up to £32,000 + annual bonus scheme
- Holidays: 25 days + bank holidays + your birthday off
- 2 x Death in Service Benefit
What you’ll be doing:
- Lead, coach, and inspire a team to deliver excellence across all customer contact
- Run regular 1:1s, feedback sessions, and performance reviews that support growth and accountability
- Monitor quality, identify trends, and drive targeted improvements through coaching and training
- Handle escalated queries and complaints with professionalism and empathy
- Collaborate with Forecasting, Planning, and Client Delivery teams to meet SLAs and KPIs
- Support onboarding, training, and early development of new team members
- Champion a culture of continuous learning and ownership of performance
- Use performance data to recognise success and identify coaching opportunities
- Work closely with the Customer Services Manager to embed a people-focused, performance-led culture
What they’re looking for:
- Proven experience as a Team Leader/Manager or Supervisor in a contact centre or service environment
- Experience in a multilingual contact centre is highly desirable
- Confident in delivering feedback, coaching sessions, and driving quality improvements
- Strong communicator with excellent people skills and a natural ability to motivate others
- Calm under pressure and capable of handling complex or escalated queries
- Data-savvy and confident using metrics to guide decisions
- Passionate about customer service and team development
- A second language (especially French, German, or Spanish) is a big plus
If you’re ready to lead with purpose and help shape a positive, high-performing team, click ‘apply now’ and a member of the team will be in touch.
NRG is an equal opportunities employer committed to promoting a diverse and inclusive workplace. We oppose all forms of unlawful or unfair discrimination on the grounds of any protected characteristic. Our aim is to create an environment that encourages diversity, builds on individual differences, and responds equitably to the needs of all. We proactively take steps to fulfil our legal obligations, remove barriers, monitor for fairness, reflect the communities we serve, and enforce a zero-tolerance policy for breaches of our Equality and Diversity policy.
Contact Detail:
NRG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer service management, especially in multilingual environments. This knowledge will not only help you understand the role better but also allow you to engage in meaningful conversations during interviews.
✨Tip Number 2
Prepare specific examples of how you've successfully led teams in the past. Highlight your coaching techniques and how you've driven performance improvements, as these are key aspects of the role we're looking to fill.
✨Tip Number 3
Showcase your ability to handle escalated queries by preparing scenarios where you've resolved complex issues. This will demonstrate your calmness under pressure and your problem-solving skills, which are crucial for this position.
✨Tip Number 4
If you speak a second language, especially French, German, or Spanish, make sure to mention it during your discussions. This could set you apart from other candidates and is highly desirable for the role.
We think you need these skills to ace Customer Service Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and team management. Use specific examples that demonstrate your leadership skills and ability to handle escalated queries.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your people-first leadership style. Mention your experience in a multilingual contact centre if applicable, and explain how you can contribute to creating a high-performing team.
Highlight Key Skills: In your application, emphasise your strong communication skills, ability to motivate others, and experience with performance data. These are crucial for the role of Team Manager in a fast-paced environment.
Showcase Continuous Learning: Mention any relevant training or certifications that demonstrate your commitment to continuous learning and development. This aligns with the company's focus on a culture of growth and improvement.
How to prepare for a job interview at NRG
✨Showcase Your Leadership Skills
As a Team Manager, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully managed teams in the past, focusing on your coaching techniques and how you’ve driven performance improvements.
✨Emphasise Customer Service Excellence
Highlight your passion for customer service during the interview. Be ready to discuss specific instances where you went above and beyond to ensure customer satisfaction, as this role is all about delivering outstanding service.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding handling escalated queries. Think of scenarios where you effectively resolved conflicts or improved team dynamics, and be prepared to share these stories.
✨Familiarise Yourself with Performance Metrics
Since the role involves using data to guide decisions, brush up on key performance indicators relevant to customer service. Be ready to discuss how you've used metrics in the past to drive team success and improve service quality.
