{"id":6888,"date":"2025-07-22T10:34:31","date_gmt":"2025-07-22T09:34:31","guid":{"rendered":"https:\/\/adore-recruitment.co.uk\/?post_type=job_listing&#038;p=6888"},"modified":"2025-07-22T10:34:33","modified_gmt":"2025-07-22T09:34:33","slug":"customer-care-team-manager","status":"publish","type":"job_listing","link":"https:\/\/adore-recruitment.co.uk\/?job_listing=customer-care-team-manager","title":{"rendered":"Customer Care Team Manager"},"content":{"rendered":"<p><strong>Customer Care Team Manager &#8211;\u00a0<\/strong><strong>Southend-on-Sea<\/strong><\/p>\n<p><strong>Employment Type: Full-Time | Permanent &#8211; One Saturday per month and one Sunday per month<\/strong><br \/>\n<strong>Salary: \u00a335k -\u00a340k + OTE \u00a345k\/\u00a350k + Excellent Benefits<\/strong><\/p>\n<p><strong>Lead with Purpose. Drive Customer Excellence.<\/strong><\/p>\n<p>Are you a natural leader with a passion for people and a sharp focus on service performance?<\/p>\n<p>We&#8217;re recruiting on behalf of a fast-paced, customer-focused organisation based in Southend-on-Sea, seeking a driven and experienced\u00a0<strong>Customer Care Team Manager<\/strong>. If you know how to inspire teams, drive results, and elevate the customer experience\u2014this is the role for you.<\/p>\n<p><strong>Why This Role?<\/strong><\/p>\n<p>You\u2019ll be leading from the front\u2014guiding a team of Customer Care Consultants to deliver high-quality service. This is your chance to shape culture, unlock talent, and use insight to push performance to the next level.<\/p>\n<p>You&#8217;ll have real ownership and the opportunity to influence customer strategy while delivering day-to-day operational success.<\/p>\n<p><strong>Key Responsibilities<\/strong><\/p>\n<ul>\n<li>Lead, coach, and develop a team of Customer Care Consultants to deliver exceptional service.<\/li>\n<li>Use customer feedback (Trustpilot, CSATs, complaints, Live Chat) to drive continuous improvement.<\/li>\n<li>Ensure KPIs and service levels are consistently achieved.<\/li>\n<li>Manage complex and regulated complaint resolution processes.<\/li>\n<li>Collaborate with workforce planning to ensure adequate resourcing.<\/li>\n<li>Produce reports, identify trends, and make recommendations for smarter operations.<\/li>\n<li>Champion a positive, empowered team culture built around learning and development.<\/li>\n<\/ul>\n<p><strong>What You\u2019ll Bring<\/strong><\/p>\n<ul>\n<li>Proven leadership experience in a customer service or contact centre environment.<\/li>\n<li>Strong coaching and mentoring skills with a passion for team development.<\/li>\n<li>Results-driven with strong analytical and reporting capabilities.<\/li>\n<li>Confident communicator with excellent stakeholder skills.<\/li>\n<li>Experience in a regulated environment (preferred but not essential).<\/li>\n<li>Proficient in Microsoft Office (Excel, Word, Outlook).<\/li>\n<\/ul>\n<p><strong>Desirable:<\/strong><\/p>\n<ul>\n<li>Experience managing complaints and live chat functions<\/li>\n<li>IF1 qualification (or willingness to achieve it)<\/li>\n<\/ul>\n<p><strong>What\u2019s in It for You?<\/strong><\/p>\n<ul>\n<li>Join a business that puts customers and people first.<\/li>\n<li>Competitive salary, performance bonus, and full benefits package.<\/li>\n<li>A genuine opportunity to shape, lead, and grow.<\/li>\n<li>Strong company culture with support for learning and progression.<\/li>\n<\/ul>\n<p><strong>Ready to Take the Lead?<\/strong><\/p>\n<p>If you\u2019re a hands-on team leader who\u2019s passionate about people, performance, and service excellence, we want to hear from you.<\/p>\n<p>Apply now or contact our recruitment team for a confidential chat.<\/p>\n","protected":false},"author":34,"featured_media":0,"template":"","meta":{"inline_featured_image":false,"_promoted":"","_job_location":"Southend-On-Sea, Essex","_application":"info@adore-recruitment.co.uk","_company_name":"","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[624,737],"job-categories":[663],"job-types":[575],"class_list":{"0":"post-6888","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-essex","6":"job_listing_region-southend-on-sea","7":"job_listing_category-customer-service","8":"job_listing_type-permanent","10":"job-type-permanent"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Care Team Manager &#8212; 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