Customer Service Manager / Contact Centre Team Leader
| Posting date: | 08 January 2026 |
|---|---|
| Salary: | £32,000 per year |
| Additional salary information: | + Bonus + Benefits |
| Hours: | Full time |
| Closing date: | 07 February 2026 |
| Location: | Altrincham, Greater Manchester |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | AWD online |
| Job type: | Permanent |
| Job reference: | AWDO-P14245 |
Summary
Customer Service Manager / Contact Centre Team Leader
This is an excellent opportunity to join a growing organisation as a Customer Service Manager / Contact Centre Team Leader, leading a customer service function focused on performance, quality, and customer experience within a fast-paced contact centre environment.
If you’ve also worked in the following roles, we’d also like to hear from you:
Customer Support Manager, Customer Service Team Leader, Call Centre Manager, Customer Experience Manager
SALARY: £32,000 per annum + monthly Bonus + Benefits
LOCATION: Working from the office in Altrincham, Greater Manchester and weekends from home
JOB TYPE: Full-Time, Permanent
WORKING HOURS: Rota-based working including weekends and Bank Holidays
JOB OVERVIEW
We have a fantastic new job opportunity for a Customer Service Manager / Contact Centre Team Leader to join a growing customer service operation committed to delivering excellent service and continuous improvement.
As a Customer Service Manager / Contact Centre Team Leader, you will lead, coach, and develop Customer Service Advisors and Senior Advisors, ensuring high standards of customer service, performance management, and engagement are consistently achieved.
This role suits someone who thrives in a fast-paced contact centre environment and enjoys using data, KPIs, and coaching techniques to drive results. You will play a key role in shaping customer experience and supporting the wider operational strategy.
APPLY TODAY
Ready to make your next career move? Apply Now for our Recruitment Team to review.
DUTIES
Your duties as the Customer Service Manager / Contact Centre Team Leader include:
• Team Leadership and Coaching: Lead, motivate, and develop Customer Service Advisors and Senior Advisors
• Performance Management: Monitor KPIs, trends, and individual performance, taking proactive action where required
• Resource Planning: Schedule team resources effectively to meet customer demand and service levels
• One-to-One Meetings: Conduct regular one-to-ones, performance reviews, and development discussions
• Customer Experience Quality: Champion and embed the Customer Experience Quality Framework
• Escalation Handling: Manage customer escalations and ensure effective complaint resolution
• Continuous Improvement: Identify opportunities to improve processes, service delivery, and team capability
• Culture and Engagement: Foster a culture of collaboration, accountability, and professional growth
CANDIDATE REQUIREMENTS
• Significant experience in a customer service or contact centre environment with team leadership responsibility
• Proven experience of coaching, mentoring, and performance management
• Degree-level education or equivalent professional experience
• Strong communication, delegation, and stakeholder management skills
• A solution-focused mindset with excellent time management and organisational skills
• Ability to lead by example and inspire high levels of customer service
BENEFITS
• Smart casual dress code
• Free access to gym facilities
• Access to a financial wellbeing platform (on successful completion of probationary period)
• Access to an employee assistance programme, Virtual GP and Elderly Care support (on successful completion of probationary period)
• Access to cycle to work, childcare, and electric vehicle schemes after six months
• Brand new office with excellent transport links
• Supportive team culture, growth and career progression
HOW TO APPLY
To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
JOB REF: AWDO-P14245
Full-Time, Permanent Call Centre Management and Team Leadership Jobs, Careers and Vacancies. Find a new job and work in Altrincham, Greater Manchester, North West England. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.
AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.
awd online | http://www.awdo.co.uk
AWD-IN-SPJ
This is an excellent opportunity to join a growing organisation as a Customer Service Manager / Contact Centre Team Leader, leading a customer service function focused on performance, quality, and customer experience within a fast-paced contact centre environment.
If you’ve also worked in the following roles, we’d also like to hear from you:
Customer Support Manager, Customer Service Team Leader, Call Centre Manager, Customer Experience Manager
SALARY: £32,000 per annum + monthly Bonus + Benefits
LOCATION: Working from the office in Altrincham, Greater Manchester and weekends from home
JOB TYPE: Full-Time, Permanent
WORKING HOURS: Rota-based working including weekends and Bank Holidays
JOB OVERVIEW
We have a fantastic new job opportunity for a Customer Service Manager / Contact Centre Team Leader to join a growing customer service operation committed to delivering excellent service and continuous improvement.
As a Customer Service Manager / Contact Centre Team Leader, you will lead, coach, and develop Customer Service Advisors and Senior Advisors, ensuring high standards of customer service, performance management, and engagement are consistently achieved.
This role suits someone who thrives in a fast-paced contact centre environment and enjoys using data, KPIs, and coaching techniques to drive results. You will play a key role in shaping customer experience and supporting the wider operational strategy.
APPLY TODAY
Ready to make your next career move? Apply Now for our Recruitment Team to review.
DUTIES
Your duties as the Customer Service Manager / Contact Centre Team Leader include:
• Team Leadership and Coaching: Lead, motivate, and develop Customer Service Advisors and Senior Advisors
• Performance Management: Monitor KPIs, trends, and individual performance, taking proactive action where required
• Resource Planning: Schedule team resources effectively to meet customer demand and service levels
• One-to-One Meetings: Conduct regular one-to-ones, performance reviews, and development discussions
• Customer Experience Quality: Champion and embed the Customer Experience Quality Framework
• Escalation Handling: Manage customer escalations and ensure effective complaint resolution
• Continuous Improvement: Identify opportunities to improve processes, service delivery, and team capability
• Culture and Engagement: Foster a culture of collaboration, accountability, and professional growth
CANDIDATE REQUIREMENTS
• Significant experience in a customer service or contact centre environment with team leadership responsibility
• Proven experience of coaching, mentoring, and performance management
• Degree-level education or equivalent professional experience
• Strong communication, delegation, and stakeholder management skills
• A solution-focused mindset with excellent time management and organisational skills
• Ability to lead by example and inspire high levels of customer service
BENEFITS
• Smart casual dress code
• Free access to gym facilities
• Access to a financial wellbeing platform (on successful completion of probationary period)
• Access to an employee assistance programme, Virtual GP and Elderly Care support (on successful completion of probationary period)
• Access to cycle to work, childcare, and electric vehicle schemes after six months
• Brand new office with excellent transport links
• Supportive team culture, growth and career progression
HOW TO APPLY
To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
JOB REF: AWDO-P14245
Full-Time, Permanent Call Centre Management and Team Leadership Jobs, Careers and Vacancies. Find a new job and work in Altrincham, Greater Manchester, North West England. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.
AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.
awd online | http://www.awdo.co.uk
AWD-IN-SPJ