Customer Service Team Manager

Job DescriptionTeam manager Contact CentreGatesheadHybrid (up to 3 days/week in-office)Are you looking to join an industry leading business that works with global brands? Are you a people-first leader who thrives in a fast-paced, customer-focused environment? If this sounds like you, were looking for a passionate and driven Team Manager to lead a team of up to 12 Customer Service Advisors in a multilingual contact centre.Reporting to the Customer Services Manager and supported by a dedicated Team Supervisor, you'll play a key role in creating a high-performing, engaged, and continuously improving team - while ensuring customers receive an outstanding service.Whats in it for you?Starting salary: Up to 32,000 + annual bonus schemeHolidays: 25 days + bank holidays + your birthday off2 x Death in Service BenefitWhat youll be doing:Lead, coach, and inspire a team to deliver excellence across all customer contactRun regular 1:1s, feedback sessions, and performance reviews that support growth and accountabilityMonitor quality, identify trends, and drive targeted improvements through coaching and trainingHandle escalated queries and complaints with professionalism and empathyCollaborate with Forecasting, Planning, and Client Delivery teams to meet SLAs and KPIsSupport onboarding, training, and early development of new team membersChampion a culture of continuous learning and ownership of performanceUse performance data to recognise success and identify coaching opportunitiesWork closely with the Customer Services Manager to embed a people-focused, performance-led cultureWhat theyre looking for:Proven experience as a Team Leader/Manager or Supervisor in a contact centre or service environmentExperience in a multilingual contact centre is highly desirableConfident in delivering feedback, coaching sessions, and driving quality improvementsStrong communicator with excellent people skills and a natural ability to motivate othersCalm under pressure and capable of handling complex or escalated queriesData-savvy and confident using metrics to guide decisionsPassionate about customer service and team developmentA second language (especially French, German, or Spanish) is a big plusIf youre ready to lead with purpose and help shape a positive, high-performing team ,click apply now and a member of the team will be in touch.NRG is an equal opportunities employer committed to promoting a diverse and inclusive workplace. We oppose all forms of unlawful or unfair discrimination on the grounds of any protected characteristic. Our aim is to create an environment that encourages diversity, builds on individual differences, and responds equitably to the needs of all. We proactively take steps to fulfil our legal obligations, remove barriers, monitor for fairness, reflect the communities we serve, and enforce a zero-tolerance policy for breaches of our Equality and Diversity policy.

Created: 2025-06-23