Customer Service Team Manager

Salary: £32,000 + benefits
Contract: Permanent, full-time
Hybrid Working: Office-based Monday to Thursday, with Friday, Saturday and Sunday worked from home
Hours: Rotational shifts (9am–5pm / 9:30am–5:30pm), including 1 in 4 weekends, with time off in lieu during the week
Location: Nuneaton
Start Date: 1st October 2025

About the Role
We're seeking an experienced Customer Service Team Manager to oversee a dynamic, high-volume operation within the retail sector. This opportunity is perfect for someone who's passionate about developing people, thrives in a fast-paced setting, and remains composed when challenges arise.

As the first point of support for your team of advisors, you'll guide them day to day, step in when complex issues arise, and help the team consistently deliver against targets. It's a role that blends leadership with practical involvement, keeping the customer journey front and centre.
 
Key Responsibilities

• Lead, inspire, and support a team of customer service advisors, driving high standards of care in every interaction
• Take ownership of escalations, handling complex issues with professionalism and composure
• Track team performance against agreed KPIs, identifying areas for improvement and celebrating success
• Oversee scheduling, workload distribution, and day-to-day planning to ensure smooth operations
• Coach and develop team members through regular 1:1s, feedback, and structured performance reviews
• Spot recurring service issues or process gaps, and work with senior management to drive positive change
• Maintain operational oversight, ensuring compliance with policies and delivering service excellence consistently

About You

• You're an experienced people leader with a solid background in customer service, contact centres, or retail operations
• You take pride in coaching and developing others, knowing how to get the best out of different personalities
• You communicate with confidence, adapt your style easily, and can calmly resolve even the trickiest situations
• You're resilient and flexible, able to manage multiple priorities without losing focus
• You're organised and detail-oriented, but also keep an eye on the bigger picture and team goals
• Experience in premium or high-end customer environments would be an advantage, but it's not essential

What You'll Get

• A competitive salary of £32,000 per year
• 25 days holiday plus bank holidays, with the chance to earn extra days the longer you stay
• Supportive family-friendly leave policies
• Access to a healthcare cash plan and Employee Assistance Programme
• Great staff discounts and perks, from retail savings to the cycle-to-work scheme
• Life assurance worth 4x your annual salary
• And a few little extras to make life easier-like half a day off for Christmas shopping 

Why Apply?
This is your chance to take a hands-on management role where your leadership can truly make an impact. You'll join a supportive, people-focused environment, helping to shape team performance, drive service excellence, and contribute to the growth of a busy, customer-facing operation.
 
Apply today to be considered for this exciting role as a Customer Service Team Manager. Contact Danielle Clarke on 0208 989 7779 (Monday to Friday, 9am - 5:30pm) or email danielle@ccprecruitment.com for more information. 
 
CCP are proud to support many of the world's best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.