Real Personnel are recruiting for an experienced Customer Service Team manager to work for one of the UKs leading Utility Companies.

You will be based in the B37 area of Birmingham in a large luxury contact centre.

The role is a permanent position and the salary for the role is £36,500.

YOU MUST HAVE ATLEAST 5 YEARS OF TEAM MANAGEMENT EXPERIENCE TO APPLY FOR THE ROLE

To lead and support a team of customer service advisors, ensuring high levels of customer satisfaction, performance, and service quality.

Key Responsibilities

• Manage, coach, and motivate a customer service team
• Monitor performance against KPIs and service targets
• Handle escalated customer queries and complaints
• Ensure policies, procedures, and quality standards are followed
• Support training, development, and continuous improvement

Skills & Experience

• Previous experience managing or supervising a customer service team
• Strong communication and people management skills
• Experience working to KPIs and targets
• Customer-focused with good problem-solving skills