At a Glance
- Tasks: Lead and develop a team of customer service advisors in a fast-paced environment.
- Company: Join Verisure, Europe's fastest growing security company with a focus on safety and excellence.
- Benefits: Enjoy competitive salary, bonuses, healthcare, and perks like a birthday day off!
- Other info: Flexible night shifts with excellent career development opportunities.
- Why this job: Make a real impact while supporting a high-performing team in a vital role.
- Qualifications: Experience in team management and strong communication skills are essential.
The predicted salary is between 36400 - 36400 £ per year.
Location: Newcastle – NE12 8BU
Contract: Full-time
Salary: £30,000 per annum + 10% OTE (quarterly bonus)
Night Shift Allowance: £6,400 per annum (paid monthly, takes annual salary up to £36,400)
Hours: 37.5 hours per week — flexibility required
Shift Pattern: Rotational – 4 shifts per calendar week, including weekends
Typical Night Shift Hours: Between 7pm–9am
Holidays: 23.5 days annual leave (increasing with tenure) + bank holidays
About the Role
As a Customer Service Team Manager, you will lead and develop a team of Alarm Receiving Centre Advisors (ARC), ensuring the smooth running of our 24/7 operation and upholding the highest standards of customer safety, service, and operational excellence. You will play a crucial role in supporting, coaching and motivating your team, ensuring performance standards are met, operational cover is maintained, and all work is carried out in full compliance with Verisure protocols and industry regulations.
Key Responsibilities
- Team Leadership & Coaching
- Lead, motivate and support ARC Advisors to achieve targets, service levels and quality standards.
- Conduct monthly meetings, Touchpoints and performance reviews.
- Deliver coaching, training and support to new starters and established team members.
- Monitor call quality weekly and provide constructive feedback.
- Review team and individual NPS (Medallia) performance and address detractors promptly.
- Operational Management
- Assist with shift planning to ensure 24/7 staffing coverage.
- Manage annual leave allocation fairly across the year.
- Support the department during peak demand or unexpected increases in alarm activity.
- Ensure smooth daily shift handovers, including End of Day reporting.
- Maintain compliance with Health & Safety processes, ensuring staff welfare at all times.
- Support recruitment through interviews and assessment centres.
- People Management
- Manage attendance, including return to work meetings, welfare meetings, OH referrals and capability processes.
- Uphold Verisure’s Code of Conduct and address behavioural concerns appropriately.
- Produce accurate written records, including meeting minutes and formal documentation.
Essential Skills & Attributes
- Proven experience managing and motivating teams within a fast‑paced environment.
- Excellent communication skills with the ability to act with tact, professionalism and diplomacy.
- Strong customer service ethos and ability to perform under pressure.
- Confident in people management, including absence, performance, grievance and disciplinary processes.
- Highly organised with strong attention to detail.
- Adaptable, proactive and confident making decisions under pressure.
- Strong written communication skills, including accurate minute taking.
- Able to work collaboratively with stakeholders across the business.
- A positive role model with high standards of professionalism and time‑keeping.
SIA / Vetting Requirements
- Candidates must pass an Enhanced DBS check (funded by Verisure).
- Eligibility for an SIA Licence is essential.
- If you do not already hold an SIA licence, Verisure will fund the required training course and licensing process.
- Applicants must be able to provide documentation for any extended periods lived outside the UK.
- Clean vetting/background checks are required (no criminal record).
Benefits
- Birthday day off
- Onsite Coffee Shop & Canteen
- PerkBox & GymFlex Discounts
- Company pension scheme
- Private BUPA Healthcare & MediCash Plan
- Employee referral cash rewards
- Enhanced maternity & paternity schemes
- Free parking (subject to permit)
- Alarm discount
- Career development and training opportunities
About Verisure
Verisure is Europe’s fastest growing security company, protecting over 5 million customers and employing more than 20,000 people worldwide. We are an equal opportunities employer and welcome applicants from all backgrounds. Adjustments during the recruitment process can be provided on request.
Ready to Join Us?
If you’re a motivated, people focused leader ready to make a real impact in a role that protects lives and supports a high performing team. Apply today and we’ll be in touch.
Be you. Be more. Be Verisure.
Customer Service Team Manager (Night Shift) in Newcastle upon Tyne employer: Verisure
Verisure is an exceptional employer located in Newcastle, offering a dynamic work environment where you can lead and develop a dedicated team of Alarm Receiving Centre Advisors. With competitive salaries, generous benefits including a night shift allowance, and a strong focus on employee growth through training and career development opportunities, Verisure fosters a supportive culture that values teamwork and individual contributions. Join us to make a meaningful impact while enjoying perks like onsite facilities, private healthcare, and a commitment to work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Manager (Night Shift) in Newcastle upon Tyne
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Verisure. Check out their social media and website to understand their values and what they stand for. This will help you connect with the interviewers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to team management and customer service. Think about your past experiences and how they relate to the role of Customer Service Team Manager. We recommend doing mock interviews with friends or family to build your confidence.
✨Tip Number 3
Show off your leadership skills! During the interview, share specific examples of how you've motivated and supported your team in the past. Highlight your ability to handle pressure and maintain high standards, as these are key for the role. Remember, we want to see how you can make an impact!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. This not only shows your professionalism but also keeps you fresh in their minds. And remember, apply through our website for the best chance at landing the job!
We think you need these skills to ace Customer Service Team Manager (Night Shift) in Newcastle upon Tyne
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 relevant achievements in team management to catch our eye!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service and how you can lead a team effectively. Be genuine and let your personality come through.
Showcase Your Communication Skills:Since this role requires excellent communication, make sure your written application is clear and concise. Pay attention to grammar and spelling – it shows us you care about the details!
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’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Verisure
✨Know Your Team Leadership Skills
Make sure you can talk about your experience in managing and motivating teams. Prepare examples of how you've successfully led a team in a fast-paced environment, focusing on coaching and performance reviews.
✨Understand the Operational Management
Familiarise yourself with the specifics of shift planning and operational cover. Be ready to discuss how you would handle staffing during peak demand and ensure smooth handovers, as these are crucial for the role.
✨Showcase Your Communication Skills
Since excellent communication is key, practice articulating your thoughts clearly and professionally. Think of scenarios where you've had to use tact and diplomacy, especially in challenging situations.
✨Highlight Your Customer Service Ethos
Prepare to demonstrate your strong customer service mindset. Share examples of how you've maintained high standards under pressure and how you’ve addressed customer concerns effectively.
