Customer Service Team Manager - Cardiff City Centre

💼 Contact Centre | Customer Experience | Operations
🕒 Type: Full-Time | Permanent - 37.5hrs per week - inc:- one Saturday one Sunday per month
💰 Salary: £32k-£40k basic OTE upto £45k-£50k 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 Cardiff, 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