At a Glance
- Tasks: Lead and develop a dynamic customer service team to enhance the customer journey.
- Company: Join a well-established brand known for exceptional customer experience.
- Benefits: Enjoy bonuses, gym discounts, team lunches, and ongoing training opportunities.
- Other info: Collaborative culture with opportunities for professional growth and leadership development.
- Why this job: Make a real impact in a fast-paced environment while leading a passionate team.
- Qualifications: Experience in managing customer service teams and strong people management skills.
The predicted salary is between 30000 - 40000 £ per year.
R13 Recruitment are supporting a growing and highly recognised brand in their search for a Customer Care Team Manager to join their operations team on an initial 12-month fixed term contract. This is an exciting opportunity for an experienced people-focused leader to step into a highly visible role within a fast-paced customer-focused environment.
Leading a team of Customer Service professionals, the successful candidate will be responsible for driving service standards, developing team capability and enhancing the overall customer journey. The successful individual will become an important part of the wider operational leadership team and will have genuine opportunity to influence change and improvements across the department.
Working hours are 37.5 per week (8:30-4:30), based just outside of Thetford.
The Company
This well-established business has built a strong reputation in their industry alongside boasting an exceptional customer experience. With continued growth and expansion over recent years, they are now focused on evolving internal processes and enhancing operational efficiency across the customer service function. The environment is collaborative, fast-moving and people-focused, making this an excellent opportunity for someone who enjoys leading from the front while positively influencing change.
Benefits
- 5% completion bonus upon successful completion of the contract and achievement of KPIs
- Access to discounted gym memberships
- Monthly team lunches
- Summer and Christmas company events
- Cycle to work scheme
- Ongoing training and professional development opportunities
- Leadership development support
The Day to Day
- Leading, coaching and developing an established customer service team.
- Driving a positive, customer-first culture across all customer touchpoints.
- Acting as the escalation point for more complex customer queries and complaints.
- Supporting and mentoring team members through day-to-day operational challenges.
- Managing team performance, engagement and development planning.
- Overseeing inbound customer communication channels and offline workflows.
- Managing resource planning, rotas and workload allocation to ensure service levels are maintained.
- Producing reporting and insights around team performance and customer experience trends.
- Identifying opportunities for operational improvement and more efficient ways of working.
- Collaborating with wider departments including operations, marketing, warehouse and ecommerce.
- Supporting recruitment, onboarding and training activity within the team.
- Remaining hands-on where required across customer service activity during busy periods.
You Will Have / Be
- Previous experience leading or managing a customer service or customer care team.
- Strong people management and coaching capability.
- A confident and approachable communication style.
- Comfortable managing performance and team development.
- Highly organised with the ability to manage multiple priorities simultaneously.
- Proactive, solutions-focused and adaptable within a changing environment.
- Creative in approach, with the confidence to bring ideas and improvements forward.
- Honest, collaborative and highly professional in your approach.
- Able to build strong relationships across departments and with stakeholders at all levels.
How to Apply
To hear more details about this opportunity, please email your CV to Ruth Harding – Business Partner at R13 Recruitment. If you do not hear from us within 5 working days of submitting your CV, please assume you have been unsuccessful on this occasion. For candidates applying from outside the local region, please include a brief covering note outlining your relocation plans, current location, and anticipated timeframe for moving. Applications without this information may not be considered further.
Customer Care Team Manager in Thetford employer: rthirteen recruitment
Join a well-established and highly regarded brand as a Customer Care Team Manager, where you will thrive in a collaborative and fast-paced environment just outside Thetford. With a strong focus on employee development, you will benefit from ongoing training, leadership support, and a range of perks including a completion bonus, discounted gym memberships, and team events. This role offers a unique opportunity to influence positive change while leading a dedicated team committed to delivering exceptional customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Team Manager in Thetford
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Care Team Manager role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer service philosophy and think about how your leadership style aligns with their values. This will help you stand out as a candidate who truly gets what they're about.
✨Tip Number 3
Showcase your people management skills during interviews. Share specific examples of how you've developed teams and driven service standards in previous roles. This will demonstrate that you're not just a manager, but a leader who can inspire and motivate.
✨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 you're serious about joining a company that values customer care and operational excellence.
We think you need these skills to ace Customer Care Team Manager in Thetford
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Care Team Manager role. Highlight your leadership experience and any achievements in customer service to show us you’re the right fit!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer care and how your previous roles have prepared you for this position. Be genuine and let your personality come through.
Showcase Your People Skills:Since this role is all about leading a team, make sure to emphasise your people management skills. Share examples of how you've successfully coached or developed team members in the past – we love to see that!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us during the process!
How to prepare for a job interview at rthirteen recruitment
✨Know the Company Inside Out
Before your interview, take some time to research the company’s values, mission, and recent developments. Understanding their customer service philosophy will help you align your answers with what they’re looking for in a Customer Care Team Manager.
✨Showcase Your Leadership Style
Be prepared to discuss your approach to leading and developing a team. Share specific examples of how you've driven service standards and improved team performance in previous roles. This will demonstrate your capability to influence change positively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complex customer queries. Think of real-life scenarios where you successfully managed difficult situations and be ready to explain your thought process and outcomes.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the company culture, team dynamics, or future goals. This shows your genuine interest in the role and helps you gauge if it’s the right fit for you.
