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

Coordinate and monitor the team to meet departmental and client targets

Motivate, coach, and develop team members to achieve KPIs

Conduct call audits and participate in compliance calibration sessions

Lead by example and set high performance standards

Identify and implement improvements to processes and the customer journey

Manage first-line HR responsibilities, including holiday, sickness, and initial escalations

Liaise with clients to maintain strong working relationships

About You

Previous experience in a team lead or managerial role

Strong people management and coaching skills

Ability to work under pressure in a fast-paced environment with tight deadlines

Experience in debt collection is desirable

Self-motivated, proactive, and positive attitude

Brook Street NMR is acting as an Employment Agency in relation to this vacancy