Customer Service Team Manager

Key Responsibilities

• Lead, coach, and motivate a team of customer service professionals to deliver exceptional client experiences.
• Set clear objectives and performance standards, ensuring accountability and high levels of engagement across the team.
• Foster a positive, high-performance culture built on ownership, collaboration, and continuous improvement.
• Monitor key performance indicators and service metrics to ensure delivery against service and operational targets.
• Identify process improvement opportunities and implement initiatives to enhance efficiency and service delivery.
• Act as the escalation point for complex client queries, ensuring issues are resolved quickly and effectively.
• Support the identification of upsell and cross-sell opportunities by ensuring the team proactively engages with clients.
• Work closely with internal teams to align service delivery with wider business objectives and client needs.
• Use performance data and customer insights to drive proactive engagement and continuous improvement.
• Provide ongoing coaching, mentoring, and development to support team members’ growth and career progression.
• Conduct regular performance reviews, providing constructive feedback and recognising achievements.
• Create an inclusive, motivated, and collaborative team environment.

Requirements

• Proven experience managing or leading customer service or client support teams.
• Strong leadership and coaching skills with the ability to motivate teams to achieve and exceed targets.
• Excellent communication, problem-solving, and decision-making abilities.
• Experience working in a fast-paced, performance-driven environment.
• A commercially minded approach with the ability to identify opportunities to enhance client value.
• Strong organisational skills and the ability to manage multiple priorities effectively.

Qualifications

Not specified.

Skills

Not specified.

Benefits

Not specified.

Pay

Not specified.

Schedule

Not specified.