Customer Resolution Team Mananger

Description

Customer Resolution Team Manager

Stratford-upon-Avon

37.5 hours per week (Monday to Friday)

£27,500-£28,500 DOE

About the Company

Our client is a leading UK provider of field service solutions, delivering external agency services primarily to the utilities sector. With a strong focus on compliance and customer satisfaction, they offer a dynamic and professional environment from their Head Office based in Warwickshire.

Role Overview

A fantastic opportunity has arisen for a confident, enthusiastic, and motivated individual to join the operational management team as a Customer Resolution Team Manager. You will be responsible for managing a team of 6–8 staff who support customers facing challenges with account resolutions and payment arrangements.

This role requires strong leadership skills, the ability to drive performance, and a customer-focused approach to ensure all client and internal service standards are met. You’ll also contribute to continuous improvement through project work and process development.

Key Responsibilities

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Lead, motivate and support a team to achieve service levels and performance targets.

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Oversee daily work allocation and monitor completion in line with client and internal requirements.

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Conduct regular coaching sessions, one-to-ones, and team meetings.

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Monitor and support inbound and outbound call activity, handling customer interactions when needed.

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Perform quality checks, including call audits, and provide feedback to ensure consistent service standards.

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Use root cause analysis to improve team and customer outcomes.

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Manage team absences, performance issues, and act as the first point of escalation.

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Work closely with clients and internal departments to maintain strong relationships.

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Support departmental management with projects and improvements.

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Ensure compliance with company policies, data security, and regulatory requirements.

Essential Skills & Experience

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Proven experience in a team leader or team manager role.

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Strong people management and coaching skills.

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Excellent communication and interpersonal abilities.

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Highly organised, with a proactive and solution-focused mindset.

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Comfortable working in a fast-paced, target-driven environment.

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Proficient in using IT systems and management tools.

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Adaptable and able to manage change effectively.

Desirable

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Experience in debt resolution or collections (not essential).

What’s on Offer

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A supportive and collaborative team environment.

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Opportunities for development and contribution to business improvements.

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Involvement with a respected and regulated service provider

Ad ID: 5416885332