Login to Apply

Job Title: Team Manager – Customer Operations
Location: Newcastle (Office‑based)
Salary: Competitive + Benefits

Are you an experienced leader with a passion for developing people and driving high‑quality customer service performance? We’re supporting a growing organisation in the search for a Team Manager to lead a team of contact centre agents in a fast‑paced, customer‑focused environment.
As Team Manager, you’ll be responsible for motivating, coaching, and developing a team of agents to deliver outstanding service while achieving operational targets. You’ll play a hands‑on leadership role—providing regular coaching, call listening, quality feedback, and performance management.

Key Responsibilities

* Lead, coach, and develop a team of contact centre agents.

* Provide regular 1:1 coaching, call listening, and performance feedback.

* Set clear expectations aligned to service, quality, and productivity targets.

* Support recruitment, onboarding, and early‑stage coaching.

* Drive customer‑first behaviours and support escalations.

* Monitor key metrics and manage underperformance where required.

* Foster a positive, inclusive, supportive working environment.

What we're looking for

You’ll bring strong coaching and leadership skills, excellent communication, and solid experience managing people within a contact centre environment. You should understand KPIs, quality frameworks, and frontline customer service operations.

Essential experience includes:

* Team Manager / Team Leader experience in a contact centre.

* Delivery against KPIs and continuous improvement agendas.

* Quality monitoring and performance coaching.

* Ability to thrive in a fast‑paced environment.

Next Steps

If you’re passionate about developing high‑performing teams and creating exceptional customer experiences, we’d love to hear from you