Customer Service Team Leader

  • Location:

    Manchester, Greater Manchester

  • Sector:

    Call Centre

  • Job type:

    Full Time

  • Salary:


  • Contact:

    Rebecca Wood

  • Contact email:

  • Job ref:


  • Published:

    6 months ago

  • Expiry date:


  • Start date:


Customer Service Team Leader

Fixed-term contract - 6 months

Pay Rate: £12 - £14ph DOE

Location: Manchester City Centre

Start Date: ASAP

Are you looking for a work life balance?

How does 4 days off sound?

Are you looking to join a global brand?

Shifts: 2 days, 2 nights


  • Day shifts - 7am-7pm x 2 days,
  • Night shifts - 7pm - 7am x 2 days
  • Then 4 days off

Your responsibilities include:

  • Managing the day to running of the team,
  • Coaching, supporting and ensuring service expectations are met.
  • You will deal with any escalated queries and ensure each advisor is performing in line with their individual targets
  • Keeping in line with SLA of the department
  • Performance, productivity and quality of the team
  • Performance management of agents
  • Performance reviews.
  • You will be responsible for achieving department KPIs and respond to queries within customer promise and SLAs
  • Creating a positive working environment and a culture of diversity and inclusion within the team.

What you will need:

  • Strong interpersonal skills
  • Ability to multi-task
  • Recent experience managing a Call and Contac team
  • Strong coaching and development skills
  • Ability to exercise sound, independent judgment
  • Effective communication skills, both oral and written
  • Effective leadership skills


Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age