Customer Resolution Team Mananger

Customer Resolution Team Manager
Stratford-upon-Avon 
40 hours per week (Monday to Friday) 1 day WFH
£30,500-£34,000 per annum DOE

About the Company
Our client is a leading UK provider of field service solutions, delivering external agency services primarily to the utilities sector. With a strong focus on compliance and customer satisfaction, they offer a dynamic and professional environment from their Head Office based in Warwickshire.

Role Overview
A fantastic opportunity has arisen for a confident, enthusiastic, and motivated individual to join the operational management team as a Customer Resolution Team Manager. You will be responsible for managing a team of 6–8 staff who support customers facing challenges with account resolutions and payment arrangements.

This role requires strong leadership skills, the ability to drive performance, and a customer-focused approach to ensure all client and internal service standards are met. You’ll also contribute to continuous improvement through project work and process development.

Key Responsibilities

• Lead, motivate and support a team to achieve service levels and performance targets.

• Oversee daily work allocation and monitor completion in line with client and internal requirements.

• Conduct regular coaching sessions, one-to-ones, and team meetings.

• Monitor and support inbound and outbound call activity, handling customer interactions when needed.

• Perform quality checks, including call audits, and provide feedback to ensure consistent service standards.

• Use root cause analysis to improve team and customer outcomes.

• Manage team absences, performance issues, and act as the first point of escalation.

• Work closely with clients and internal departments to maintain strong relationships.

• Support departmental management with projects and improvements.

• Ensure compliance with company policies, data security, and regulatory requirements.

Essential Skills & Experience

• Proven experience in a team leader or team manager role.

• Strong people management and coaching skills.

• Excellent communication and interpersonal abilities.

• Highly organised, with a proactive and solution-focused mindset.

• Comfortable working in a fast-paced, target-driven environment.

• Proficient in using IT systems and management tools.

• Adaptable and able to manage change effectively.

Desirable

• Experience in debt resolution or collections (not essential).

What’s on Offer

• A supportive and collaborative team environment.

• Opportunities for development and contribution to business improvements.

• Involvement with a respected and regulated service provider.