Customer Service Manager

Real Personnel are recruiting for an experienced Customer Service Manager to work for one of the UKs leading Gas and Electricity Companies. The role is a permanent position direct with the employer. You will be working in a large prestigious contact centre in the B37 area of Birmingham. You must have previous contact centre team management experience as you will be overseeing 4 x Team Leaders. The salary for the role is between 45-50K. Key Responsibilities * Leadership & Team Management * Lead, coach, and develop a team of customer service advisors to deliver outstanding service across all channels (inbound/outbound calls, email, live chat). * Conduct regular 1:1s, team meetings, and performance reviews to ensure personal and professional development. * Foster a positive and inclusive team culture that promotes engagement, accountability, and continuous improvement. * Performance Management * Monitor key metrics including call quality, first contact resolution, average handling time, and customer satisfaction scores (CSAT/NPS). * Identify performance trends and implement improvement plans to enhance service delivery. * Ensure compliance with regulatory requirements (Ofgem standards, data protection, health & safety). * Customer Experience * Champion a customer-first approach, resolving escalated complaints and ensuring swift and fair resolutions. * Collaborate with other departments (billing, metering, field services) to ensure end-to-end issue resolution. * Use customer feedback to identify process improvements and enhance the customer journey. * Operational Excellence * Manage daily operations to meet SLAs and KPIs. * Support workforce planning and scheduling to maintain adequate coverage