About the Role
<p><strong>Customer Care Team Manager – </strong><strong>Southend-on-Sea</strong></p>
<p><strong>Employment Type: Full-Time | Permanent – One Saturday per month and one Sunday per month</strong><br />
<strong>Salary: £35k -£40k + OTE £45k/£50k + Excellent Benefits</strong></p>
<p><strong>Lead with Purpose. Drive Customer Excellence.</strong></p>
<p>Are you a natural leader with a passion for people and a sharp focus on service performance?</p>
<p>We’re recruiting on behalf of a fast-paced, customer-focused organisation based in Southend-on-Sea, seeking a driven and experienced <strong>Customer Care Team Manager</strong>. If you know how to inspire teams, drive results, and elevate the customer experience—this is the role for you.</p>
<p><strong>Why This Role?</strong></p>
<p>You’ll be leading from the front—guiding 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>
<p>You’ll have real ownership and the opportunity to influence customer strategy while delivering day-to-day operational success.</p>
<p><strong>Key Responsibilities</strong></p>
<ul>
<li>Lead, coach, and develop a team of Customer Care Consultants to deliver exceptional service.</li>
<li>Use customer feedback (Trustpilot, CSATs, complaints, Live Chat) to drive continuous improvement.</li>
<li>Ensure KPIs and service levels are consistently achieved.</li>
<li>Manage complex and regulated complaint resolution processes.</li>
<li>Collaborate with workforce planning to ensure adequate resourcing.</li>
<li>Produce reports, identify trends, and make recommendations for smarter operations.</li>
<li>Champion a positive, empowered team culture built around learning and development.</li>
</ul>
<p><strong>What You’ll Bring</strong></p>
<ul>
<li>Proven leadership experience in a customer service or contact centre environment.</li>
<li>Strong coaching and mentoring skills with a passion for team development.</li>
<li>Results-driven with strong analytical and reporting capabilities.</li>
<li>Confident communicator with excellent stakeholder skills.</li>
<li>Experience in a regulated environment (preferred but not essential).</li>
<li>Proficient in Microsoft Office (Excel, Word, Outlook).</li>
</ul>
<p><strong>Desirable:</strong></p>
<ul>
<li>Experience managing complaints and live chat functions</li>
<li>IF1 qualification (or willingness to achieve it)</li>
</ul>
<p><strong>What’s in It for You?</strong></p>
<ul>
<li>Join a business that puts customers and people first.</li>
<li>Competitive salary, performance bonus, and full benefits package.</li>
<li>A genuine opportunity to shape, lead, and grow.</li>
<li>Strong company culture with support for learning and progression.</li>
</ul>
<p><strong>Ready to Take the Lead?</strong></p>
<p>If you’re a hands-on team leader who’s passionate about people, performance, and service excellence, we want to hear from you.</p>
<p>Apply now or contact our recruitment team for a confidential chat.</p>