Talent.com
This job offer is not available in your country.
Customer Service Manager

Customer Service Manager

Adore Recruitment LtdSouthend-on-Sea, Essex, United Kingdom
30+ days ago
Job type
  • Full-time
  • Permanent
Job description

Customer Service Team Manager -Southend-on-Sea

💼 Contact Centre | Customer Experience | Operations

🕒 Type : Full-Time | Permanent – 37.5hrs per week – inc : - one Saturday one Sunday per month

💰 Salary : £35k-£40k basic OTE £45k Competitive + Bonus + Excellent Benefits

🚀 Shape the Future of Customer Excellence

Are you an inspiring, data-driven leader ready to elevate customer service to the next level?

We are partnering with a respected and fast-growing organisation based in Southend-on-Sea, currently seeking a Customer Service Team Manager to join their dynamic Contact Centre operation. This is a high-impact leadership role ideal for a professional who thrives in a fast-paced, regulated environment and has a passion for both people development and customer satisfaction.

This is more than just a team leader position—it’s an opportunity to influence the wider customer strategy, driving insight-led improvements that enhance operational delivery, customer sentiment, and long-term business growth.

🔍 About the Role

Reporting directly to the Contact Centre Manager, you’ll be accountable for the performance, coaching, and development of a team of Customer Care Consultants. Your focus will be on delivering service excellence while also supporting continuous improvement, workforce planning, and compliance with regulatory and client expectations.

You’ll play a critical role in sharing customer feedback, sentiment trends, and pain points across the business—becoming a true voice of the customer. Through data analysis and collaboration, you will influence change that enhances customer satisfaction, agent experience, and operational efficiency.

🔑 Key Responsibilities

Leadership & Team Development

  • Provide clear direction, coaching, and daily support to a team of Customer Care Consultants.
  • Build a high-performance culture where agents are motivated, engaged, and empowered to succeed.
  • Identify and develop internal talent, supporting career progression and future leadership pipelines.
  • Ensure regular performance reviews, 1 : 1s, and training are conducted in line with internal people processes.

Customer Experience & Operational Insight

  • Champion a customer-first mindset, using Trustpilot reviews, Live Chat feedback, CSAT scores, complaints data, and MI to drive service enhancements.
  • Lead by example in handling escalated complaints and ensure all issues are resolved within regulatory timeframes.
  • Produce in-depth reports and insights for senior management to identify trends, operational gaps, and opportunities for process optimisation.

    • Regulatory & Compliance Excellence

  • Ensure your team operates within the bounds of FCA principles, client contracts, and internal policies.
  • Support ongoing training and upskilling to maintain compliance and embed best practices in all customer interactions.
  • Collaborate with Planning and Workforce Management teams to ensure staffing levels meet demand across voice and non-voice channels.

    • 🎓 What You’ll Bring

    Essential Skills & Experience

  • Demonstrable experience managing or leading customer care / customer service teams in a contact centre or regulated environment.
  • Proven success in coaching, developing, and performance-managing individuals.
  • Strong communication and interpersonal skills, with the ability to influence at all levels.
  • Analytical mindset with the ability to interpret customer and operational data and act decisively.
  • Highly organised and able to manage multiple workstreams and competing priorities.
  • Strong understanding of end-to-end customer service processes.

    • Desirable

  • Experience working with complaint resolution and regulatory frameworks.
  • Background in using platforms such as Live Chat, Zendesk, or similar tools.
  • IF1 qualification or willingness to work toward it.
  • Skilled in Microsoft Office (Word, Excel, PowerPoint, Outlook).

    • 🌟 What’s in It for You?

  • Work within a supportive, forward-thinking organisation that puts people and customers at the heart of what they do.
  • Clear progression opportunities with investment in learning & development.
  • A collaborative, values-driven culture with a strong mission and purpose.
  • Competitive salary, performance-based bonuses, and a comprehensive benefits package.

    • 📨 Ready to Make a Difference?

    We’re interviewing immediately for this exciting opportunity. If you’re a hands-on people leader with a passion for delivering exceptional service and driving improvement—we want to hear from you.

    Apply now or get in touch with our specialist recruitment team for a confidential discussion

    Create a job alert for this search

    Customer Service Manager • Southend-on-Sea, Essex, United Kingdom