Customer Resolution Team Manager
| Dyddiad hysbysebu: | 08 Rhagfyr 2025 |
|---|---|
| Cyflog: | £30,500.00 i £34,000.00 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 07 Ionawr 2026 |
| Lleoliad: | Stratford-upon-Avon, Warwickshire, CV37 9NR |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 1 diwrnod yr wythnos |
| Cwmni: | Brook Street |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | BBBH429118_1765197733 |
Crynodeb
Customer Resolution Team Manager
Location: Stratford-upon-Avon (1 day remote)
Salary: Up to £34,000
Hours: 40 hours/week, 8am-5pm Mon-Fri
The Role
We are seeking an experienced Customer Resolution Team Manager to lead, motivate, and develop a team of 6-8 staff in a fast-paced contact centre environment. The team focuses on supporting customers experiencing difficulties with payments or account issues, ensuring a positive and effective resolution within set guidelines.
This is a hands-on management role where you will drive performance, support your team, and help improve processes to enhance the customer experience.
Key Responsibilities
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Coordinate and monitor the team to meet departmental and client targets
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Motivate, coach, and develop team members to achieve KPIs
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Conduct call audits and participate in compliance calibration sessions
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Lead by example and set high performance standards
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Identify and implement improvements to processes and the customer journey
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Manage first-line HR responsibilities, including holiday, sickness, and initial escalations
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Liaise with clients to maintain strong working relationships
About You
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Previous experience in a team lead or managerial role
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Strong people management and coaching skills
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Ability to work under pressure in a fast-paced environment with tight deadlines
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Experience in debt collection is desirable
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Self-motivated, proactive, and positive attitude
Brook Street NMR is acting as an Employment Agency in relation to this vacancy.