Customer Service Manager (Call Centre)

Lead a busy contact centre team and shape the customer experience within a fast-growing, customer-focused business.

FindCore are thrilled to be assisting a fast-growing customer-focused business with the recruitment of a Customer Service Manager – Call Centre.

Permanent, full-time position based in Manchester / Worsley.

Salary

£40,000 – £50,000 depending on experience + performance-related bonus of up to 25% + additional benefits

This is a hands-on contact centre leadership role with responsibility for leading a team of approximately 14 advisors, improving customer service performance, developing team capability and ensuring inbound and outbound activity delivers an excellent customer experience.

Key Responsibilities

• Lead the day-to-day operation of a busy customer contact centre.
• Manage, coach and develop a team of approximately 14 customer service advisors.
• Set clear daily, weekly and monthly performance expectations.
• Monitor customer service levels, call quality, conversion and overall team performance.
• Listen to calls and deliver regular one-to-one coaching and feedback.
• Develop structured coaching plans to improve individual performance.
• Run quality assurance activity including call listening, calibration and feedback sessions.
• Monitor inbound and outbound call activity and ensure appropriate customer coverage.
• Manage dialler campaigns, call routing, queues and contact strategies.
• Analyse advisor, campaign and customer data to identify opportunities for improvement.
• Maintain accurate CRM information and ensure team activity is properly recorded.
• Manage complaints and escalated customer issues professionally.
• Support recruitment, onboarding and training of new advisors.
• Manage rota planning, staffing levels and schedule adherence.
• Work closely with senior operations leadership to improve customer experience and commercial performance.
• Maintain high standards of regulatory, legal and internal policy compliance.

Requirements

• Previous experience as a Customer Service Manager, Contact Centre Manager, Call Centre Manager or similar.
• Proven experience managing and developing a contact centre team.
• Strong coaching and performance-management experience.
• Comfortable spending significant time listening to calls and working directly with advisors.
• Experience managing both inbound and outbound customer activity.
• Strong understanding of contact centre KPIs, service levels and performance reporting.
• Experience with cloud-based dialler or CCaaS platforms would be highly advantageous.
• Confident using performance dashboards, CRM data and telephony reporting.
• Strong complaint-resolution and customer service skills.
• Experience implementing quality assurance and coaching frameworks.
• Strong leadership, communication and organisational ability.
• HubSpot or comparable CRM experience would be beneficial.
• Experience with AI or speech analytics tools would be advantageous.

Benefits

• £40,000 – £50,000 salary depending on experience.
• Performance-related bonus of up to 25%.
• Permanent, full-time position.
• 20 days' holiday rising with service, plus bank holidays.
• Holiday purchase scheme.
• HealthShield healthcare cash plan.
• Company pension.
• Employee discounts.
• Health & wellbeing programme.
• Company events.
• Free on-site parking.
• Ongoing leadership and professional development.
• Opportunity to play a key role within a rapidly growing business.

Please apply.