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- Tasks: Lead and coach a dynamic customer service team to deliver exceptional support.
- Company: Growing company in Altrincham with a focus on customer satisfaction.
- Benefits: Competitive salary, 23 days holiday, birthday off, and regular socials.
- Why this job: Make a real impact by nurturing talent and enhancing customer experiences.
- Qualifications: Experience in a phone-based customer service environment and strong coaching skills.
- Other info: Enjoy a supportive culture with opportunities for personal and professional growth.
The predicted salary is between 34000 - 43000 £ per year.
Overview
Customer Service Team Manager – Altrincham
£40,000 – £43,000 DOE | Mon-Fri, 9am – 6pm
We are growing our phone-based customer service team in Altrincham and need a hands-on people leader who loves coaching, solving problems, and making customers feel looked after. If you thrive on delivering exceptional customer service, run effective huddles, and leave people better than you found them, read on!
Why you\’ll love the role
- Salary: £40,000-£43,000 DOE (with an annual salary review)
- Hours: Monday to Friday, 9am – 6pm (no evenings or weekends)
- Location: Altrincham – free onsite parking
- Perks: 23 days\’ holiday plus bank holidays and your birthday off, enhanced maternity/paternity, pension, regular all-expenses-paid socials, discounted gym membership, wellbeing platform access, paid study leave, and more
What you\’ll be doing
- Lead, coach and grow a team of phone-based Customer Service Advisors
- Run daily huddles, 1:1s, call listening and feedback; build skills and confidence
- Keep the wheels turning: rotas, real-time workflow, queue management, escalations
- Own the numbers: SLAs, QA scores, CSAT/NPS, AHT, first-contact resolution
- Spot and fix pain points – tighten processes, update scripts/knowledge base
- Recruit and onboard new advisors as the team scales
- Partner with Ops/Finance/Compliance to keep service slick and customers happy
What you\’ll bring
- Team lead/manager experience in a busy, phone-first CS environment
- Coaching mindset – you know how to turn call insights into better outcomes
- Comfortable with KPIs, QA frameworks and CRM/telephony tools
- Calm under pressure, clear communicator, fair but firm when it counts
If you\’re interested in this role based in Altrincham, hit apply with your CV now. We move quickly and keep you posted at every step.
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Customer Service Team Manager employer: Optimise Talent Ltd
Contact Detail:
Optimise Talent Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Manager
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your responses to common interview questions, but keep it natural. We want you to sound confident and authentic, so don’t just memorise answers. Think about how your experience aligns with the role of Customer Service Team Manager.
✨Tip Number 3
Prepare some questions to ask at the end of your interview. This shows you're engaged and keen to learn more about the team and the company. Ask about their coaching methods or how they measure success in customer service.
✨Tip Number 4
Follow up after your interview with a quick thank-you email. It’s a nice touch and keeps you fresh in their minds. Plus, it shows you’re professional and really want the job!
We think you need these skills to ace Customer Service Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Service Team Manager role. Highlight your leadership experience and any coaching you've done, as we love a hands-on people leader!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about customer service and how you’ve made a difference in previous roles. We want to see your personality shine through, so don’t hold back!
Showcase Your Achievements: When detailing your past experiences, focus on specific achievements related to KPIs and customer satisfaction. We’re all about numbers, so if you’ve improved CSAT or reduced AHT, let us know!
Apply Through Our Website: Once you’ve polished your application, make sure to hit that apply button on our website. We move quickly, and applying directly helps us keep you updated at every step of the process!
How to prepare for a job interview at Optimise Talent Ltd
✨Know Your Numbers
As a Customer Service Team Manager, you'll need to be comfortable with KPIs and metrics. Brush up on common customer service metrics like CSAT, NPS, and AHT. Be ready to discuss how you've used these in past roles to improve team performance.
✨Show Off Your Coaching Skills
This role is all about leading and developing a team. Prepare examples of how you've successfully coached team members in the past. Think about specific situations where your coaching made a difference and be ready to share those stories.
✨Demonstrate Problem-Solving Prowess
The job requires someone who can spot and fix pain points. Come prepared with examples of challenges you've faced in previous roles and how you resolved them. Highlight your ability to think on your feet and implement effective solutions.
✨Engage in Role-Play
Expect some role-play scenarios during the interview. Practice handling difficult customer interactions or leading a huddle. This will showcase your communication skills and your ability to manage real-life situations effectively.
