Job details
Employment Type:
Full-Time
Location:
Manchester, Manchester, United Kingdom
Job Category:
Customer Support
Job Number:
WD30248012
Job Description
What you will do
Join our Customer Service leadership team in a fast-paced, target-driven environment where you'll lead a high-performing team to deliver exceptional service and meet key KPIs. With a background in dispatch, logistics, or inside sales, you'll drive operational excellence, improve customer experience, and support cross-functional collaboration.
We're looking for a commercially minded Team Leader who’s confident using CRM tools, detail-oriented, and experienced in hitting revenue targets. You'll also play a key role in developing sales and service skills within your team and fostering a culture of continuous improvement.
What we offer
- Competitive Salary: Reflecting your skills and experience.
- Generous & Flexible Leave Entitlement: 25 days of annual leave plus Bank Holidays.
- Holiday Purchase Scheme: Buy up to 10 additional days, increasing your total annual entitlement to the equivalent of up to 35 days.
- Comprehensive Benefits: Including pension plan (up to 7% employer contribution match), life assurance, employee assistance program, and referral scheme.
- Exclusive Discounts: With high street brands, cycle-to-work scheme, and discounts on Johnson Controls security products.
- Career Development: Extensive opportunities for growth and advancement.
How you will do it
- Lead, engage, and motivate your team to deliver contact centre performance, service levels, and KPIs
- Drive continuous improvement in customer experience and team performance
- Coach and develop team members to build strong sales and service skills
- Use data and CRM tools to monitor performance and identify opportunities for growth
- Tackle underperformance and foster a high-performance, target-driven culture
- Ensure compliance with internal and external standards across operational teams
- Positively influence budgetary performance through efficient team management
What we look for
Required
- Experience in a contact centre, logistics dispatch, inside sales, or field-based environment
- Proven ability to meet targets and drive revenue performance
- Strong leadership skills with experience coaching and developing teams
- Comfortable using CRM systems or sales databases
- Excellent attention to detail and a data-driven mindset
- Experience managing shift-based teams, including weekends and bank holidays
- Strong facilitation and communication skills
- Confidence to lead in a fast-paced, evolving environment
Preferred
- Recognised coaching or development qualification (e.g., CIPD, CPD)
- Experience with LEAN Six Sigma Greenbelt or similar methodologies
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