Overview
Lead and inspire a high‑performing Customer Service team in a fast‑paced contact centre environment. Our client is seeking an experienced leader to drive performance, deliver training, and optimise service levels across voice, chat and email.
Role: Customer Service Team Manager
Location: Dover
Salary: up to £40,000 per annum
Hours: Full-time | Permanent – 37.5 hours per week, working between 8am and 6pm. You must be able to commit to working 5 days over 7, including weekends (one day per week will be working from home).
Are you an engaging people leader with a passion for developing teams and delivering exceptional customer service? Our client, a well‑established organisation operating within a high‑volume, multi‑channel environment, is seeking a dynamic Customer Service Team Manager to oversee and support a team of Customer Service Advisors.
Responsibilities
- Lead and manage a team of Customer Service Advisors
- Drive productivity, team development and KPI performance
- Deliver induction training and ongoing coaching
- Oversee day-to-day resource deployment to meet contact demand
- Support forecasting and scheduling with Resource Planning
- Maintain quality, service levels and operational excellence across voice, chat and email channels
- Produce clear, concise reports to highlight performance and issues
What We’re Looking For
- At least 2 years’ of management experience within a quality or sales-driven contact centre
- Experience using Workforce Management systems
- Strong communication skills and high PC literacy
- Knowledge of call routing, QA monitoring, call recording, webchat and email systems
- Ability to manage busy workloads with accuracy and attention to detail
- Creative, commercially aware mindset
- Ability to motivate and lead by example
- Flexibility to adapt to changing demands
- You must be happy to work 5 days over 7, including weekends
Why Join Our Client
Opportunity to lead, influence and develop a growing team
Engaging, fast-paced environment with real progression potential
A role where your ideas, leadership and innovation will be valued
About Morgan Jones
Morgan Jones Limited acts as an employment agency. Morgan Jones is committed to creating a diverse and inclusive environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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Due to the high volume of applicants, if you have not heard back within 72 hours, please assume you have been unsuccessful on this occasion.
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