SHIFTS AVAILABLE :

• Tuesday, Wednesday, Thursday, Friday 7am to 3pm & Saturday 10am to 6pm (36 hours per week)
• Sunday, Monday, Tuesday, Wednesday 10am to 6pm & Thursday 10am to 5.45pm (36 hours per week)
  Salary: Starting from £29,197 per annum
  Location: Radar Road, Leicester
  As a Customer Service Manager within our International department, you’ll lead, motivate, and inspire a team of passionate Advisors to deliver best-in-class service. Working collaboratively with the wider Operations team, you’ll drive excellence, create a culture of success, and make a real impact on our customers worldwide.
  You will also have the exciting opportunity to collaborate with our international teams across Pune, Poland and Manchester, working together to drive innovation, success, and global impact.
  With a growing customer base of over 1.5 million internationally, there’s never been a better time to become part of the International team.

WHAT WE ARE LOOKING FOR:

We are looking for someone who is as passionate about people management and customer service as we are.

• Experience in a similar Customer Service Management role
• Strong ability to recognise and deliver best-in-class service with the customer at the centre of decisions
• Inspire and motivate teams through leading by example
• Positive, can-do mindset with a focus on collaborative goals
• Naturally flexible, committed, and comfortable with embracing change
• Strong planning, organising, and prioritising skills to manage workloads dynamically
• Proficient in data interpretation and using insights to drive improvements

• Motivating & Coaching: Support your team daily, ensuring they achieve best-in-class standards through encouragement and expert guidance.
• Developing Talent: Set clear objectives, provide meaningful feedback, and run engaging 1-2-1s to help your team grow.
• Driving Performance: Manage attendance and performance challenges with a proactive approach, using HR procedures where needed.
• Customer Focused: Regularly review customer interactions, low-scoring surveys, and unresolved cases, taking swift action to improve outcomes.
• Drive Recruitment: Support the recruitment process to ensure the right talent is brought into the team.
• Lead by Example: Stay hands-on by assisting with customer calls when needed, staying in touch with the day-to-day operations.
• Ensure Performance: Provide support to the Duty Desk as required, ensuring SLA and Lost Calls remain within target.
• Collaborative Leadership: Work closely with peers and Senior Managers to ensure smooth handovers and clear priorities.
• Maintain Service Excellence: Partner with your Assistant Operations Manager to monitor staffing levels and service targets, ensuring they consistently meet expectations.
• HR Collaboration: Alongside HR, you’ll lead investigations and disciplinary hearings as needed, ensuring fair and consistent processes.