Team Manager
Skills
CoachingContact CentersCritical EnvironmentsCustomer ExperienceCustomer Relationship ManagementDigital ServicesFostering
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Proven experience leading teams within customer service or contact centre operations
- Strong understanding of quality compliance call handling metrics and performance management
- Experience working within regulated or accuracy-critical environments
- Ability to analyse performance data and translate insight into clear actions
- Confidence managing escalations complaints and operational risk
- Strong communication skills with the ability to coach challenge and develop others
- Good working knowledge of CRM systems reporting tools and Microsoft Office
Nice to have
- Coaching mindset
- Performance-driven
- Detail-oriented
- Confident leader
- Analytical thinking
- Calm under pressure
Day to day
- Lead and coach Customer Service Advisors delivering complex public service programmes in a highly regulated environment.
- Own team performance across quality compliance productivity call handling and customer experience while keeping service delivery accurate and stable.
- Use data quality insight and operational awareness to identify risks improve capability and manage escalations with confidence.