Customer Service Team Manager

Description

Southend on Sea | Basic Up to £40,000 | Discretionary Bonus

We’re now looking for Customer Service Team Managers who leads by example, inspires team spirit and drives high performance, all while putting exceptional customer service at the heart of everything they do. If you’re passionate about coaching others, delivering service excellence and thrive in a fast-paced, ever-changing environment, this could be your ideal next step.

Essential Requirements

Experienced in leading customer service or contact centre teams, with a focus on performance and team culture

A strong understanding of sales metrics, targets and what makes teams tick

Someone who’s great at coaching and knows how to bring the best out in people

A solid grasp of Contact Centre operations and how to keep things running efficiently

A proactive, solutions-focused mindset, you're always looking for ways to improve

A team player who loves collaborating and is all about hitting shared goals

Passion for giving customers great experiences, especially those who need extra reassurance when booking travel

Key Responsibilities

Inspire and Lead a High-Performing Team Drive a positive, empowered team culture by leading, supporting and motivating Customer Service Agents. Champion values to ensure every customer interaction reflects our commitment to exceptional service

Champion Service Excellence Monitor key performance indicators (KPIs), customer satisfaction scores and resolution metrics to maintain high service standards. Use insights from feedback, audits and trends to proactively improve the customer experience

Coach, Develop, and Grow Talent Deliver meaningful coaching, structured training and regular performance reviews. Help team members reach their full potential by setting clear expectations and celebrating progress

Collaborate for Seamless Customer Journeys Work closely with internal teams, including Compliance, Sales and Planning, to ensure a joined-up approach to service. Share insights and feedback that shape smarter strategies and better customer outcomes

Take Ownership of Escalated Issues Handle complex queries and complaints with empathy, professionalism and speed. Ensure every resolution aligns with company policies, regulatory standards and puts the customer first

Optimise Resource Planning Partner with workforce planners to ensure the right coverage at the right time. Maintain service levels by aligning team capacity with forecasted demand and reducing customer wait times

Promote Compliance and Best Practice Ensure your team operates within FCA guidelines, data protection laws and company policies. Embed quality assurance practices and lead by example with ongoing training and procedural updates

What’s in it for you?

Basic Salary up to £40,000

32 days’ annual leave (including bank holidays)

A great benefits package, including:

Company-paid health cash plan

Company pension scheme

Holiday buy scheme

Staff discounts on travel insurance

Ongoing training on our products and sales techniques

Real career progression opportunities — we love to promote from within

A supportive, friendly team where your ideas and input are valued

Ready to Make a Real Impact?

If you're an experienced professional looking for your next challenge in a fast-paced, forward thinking environment, we’d love to hear from you. Step into a role where your contributions matter and your growth is supported.

Get in touch with Louise, Aimee or Julie at One to One Personnel

Ad ID: 5417211103