Are you ready to take the next step in your leadership career and help shape an outstanding customer experience?
As a Customer Experience Team Manager, you’ll play a key role in leading a team of Customer Experience Specialists within a fast-paced contact centre environment. You’ll be part of a supportive and collaborative team where wellbeing, respect and engagement are genuinely valued.
This role is based in Durham and operates across a 7-day service. You’ll work a range of shifts between 8am and 8pm on weekdays, and 8am to 6pm on weekends, completing 37.5 hours per week. Weekend working forms part of the role, with an expectation of 1 in 5 weekends.
You’ll receive an initial 4-week training programme, combining classroom learning and job shadowing to ensure you feel fully supported from the start, along with ongoing leadership development to help you grow your career.
What you'll be doing:
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Coach, motivate and develop your team, building engagement, resilience and recognising success.
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Promote a customer-first culture, supporting your team to deliver high-quality outcomes and resolve queries effectively.
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Identify opportunities for process improvement, implementing solutions and supporting wider programme changes.
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Ensure all activities are compliant with legal, regulatory and company requirements, completing relevant governance training.
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Act as a role model, demonstrating strong leadership, professionalism and clear communication.
What you’ll bring:
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Experience of leading, motivating and developing a team to achieve results.
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A strong customer focus, with a commitment to delivering excellent customer outcomes.
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The ability to identify improvement opportunities, solve problems and drive change effectively.
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Good understanding of regulatory and governance requirements, with the ability to work within these.
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Strong communication skills, with the ability to inspire and influence others through positive role modelling.
If you’re interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!
Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
Employment Type: Full-time -12m FTC.
Location: Durham Office
Security Clearance Level: BPSS
Internal Recruiter: Becky.
Salary: £30,790pa
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, life assurance, pension, and generous flexible benefits fund.
Loved reading about this job and want to know more about the sector?
Our specialist Private Sector team are experienced in a range of different markets including Banking, Insurance, Retail, Travel, Transport and Utilities. We help our customers develop, deliver and operationalise their digital transformation strategies. We work in true partnership with our customer, gaining a deep understanding of their business and technology issues.
Our capabilities and credentials across Private Sector markets enable the design, delivery and management of business transformation programmes. We help our clients respond to changing customer demands, keep ahead of the competition, and safeguard their systems from evolving business and technology risks.
