Customer Service Team Manager in Manchester

ESL connects the demand and supply of electrical components. As the world shifts to a more electric future, ESL helps customers procure their needs in this space by thinking and operating differently. The company joins supply chains together in a simple and easy-to-deliver way. We operate globally offering fast deliveries and making things easy both for our customers and our suppliers, developing long-term relationships with them. ESL is headquartered in Manchester and operates with a strong international presence.

Purpose of the Role

This role is responsible for leading and supporting the people within the Customer Service team during a 12-month maternity cover period. The focus is on ensuring strong day-to-day people management, consistent communication, and a positive, high-performing team environment. The role prioritises employee engagement, performance management, and continuous development to maintain stability, accountability, and growth across the team.

Key Responsibilities

• People Leadership and Management
  • Act as the direct line manager for all Customer Service team members.
  • Deliver consistent and meaningful 1:1s, performance reviews, and ongoing feedback.
  • Manage all day-to-day HR-related activities, including absence, wellbeing, and employee relations.
  • Provide coaching and support to help individuals perform at their best.
  • Address performance concerns in a timely and constructive manner.
  • Build strong working relationships, creating a supportive and accountable team culture.
  • Ensure clear expectations are set and maintained across the team.
• Team Support and Coordination
  • Ensure effective day-to-day running of the team through clear direction and support.
  • Oversee workload management and prioritisation in collaboration with Senior Customer Service Representatives.
  • Ensure issues, escalations, and actions are followed up and resolved.
• Training and Onboarding Support
  • Support onboarding of new team members to ensure they are set up for success.
  • Identify skills gaps and support development plans.
  • Encourage continuous learning and development across the team.
• Documentation and Process Support
  • Support consistency in ways of working and adherence to processes.
  • Work with stakeholders to ensure continuous improvement in team effectiveness.
• Absence and Cover Coordination
  • Manage absence, wellbeing, and return-to-work processes.
  • Ensure absences are communicated and appropriate cover plans are in place.
• Collaboration and Communication
  • Work closely with the Customer Service Manager to ensure alignment on priorities.
  • Maintain clear and consistent communication with the team and wider stakeholders.
  • Partner with HR and other departments where required.

Metrics / KPIs

• Delivery and quality of 1:1s and performance management
• Employee engagement and feedback
• Team retention and absence management
• Evidence of individual development and upskilling
• Overall team morale and stability

Essential Requirements / Experience

• Proven experience in a people management or team leadership role
• Strong understanding of HR practices including performance, absence, and employee relations
• Confident managing a range of people situations
• Excellent communication and interpersonal skills
• Ability to build trust and credibility quickly
• Well-organised with the ability to manage multiple priorities

Desirable

• Experience supporting teams through change or transition