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Contact Centre Team Manager

About the Role

I am currently recruiting for an experienced Customer Service Team Manager to join a newly established and forward thinking business based in the Brighton. The salary for this role is paying £25,000 + excellent benefits including a pension and cycle to work scheme.

Please be aware the current of the working hours are 37.5 hours per week, around a shift pattern of 8 til 8 Monday to Friday, and 9 to 5 on Saturdays.

About the Company

The company is newly established and has a start-up-esque feel to it. They have been highly successful in a short space of time and therefore are growing which means it’s a great time to start with this business and get promoted from within. The company itself is fun, forward thinking and dynamic.

About the Role

You will be leading a team of between 12-15 FTE you’ll play an essential role, leading from the front in our mission to deliver a world class customer service experience to customers. You will use your leadership and organisational skills to build, train, support and develop a high performing and motivated team of Customer Service agents.

  • Contribute to the development and implementation of the customer services model
  • To work with the planning function to ensure staffing is adequate for the needs of the business across the multiple shifts
  • To actively ensure the processes, objectives and strategy within customer services facilitate growth, increased productivity and cost efficiency.
  • Lead, support and inspire your agents to deliver exceptional customer service, assign key tasks and responsibilities, set objectives, monitor performance and review on a regular basis.
  • Exceptional attention to detail with a high degree of accuracy with an ability to deliver business plans.
  • Coach and develop Customer Advisors in exceptional complex and confrontational customer escalations.

Required Skills and Experience:

  • Experience of heading up a team of at least 15 FTE is an essential pre-requisite as this is what you will be doing.
  • Lots of Energy with a positive outlook on life
  • Vibrant
  • A Can-Do attitude
  • As the ideal candidate you will have experience delivering on KPI’s and SLA’s daily and leading your team’s development through quality feedback and 1:1’s.


If you feel you have the required prerequisites please do get in touch with Joe Wrenn at Cactus Search.


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