Client Success Team Manager in Manchester

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 are 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 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.