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.