Call Centre Team Manager
Manchester
Salary: £36,000 - £37,000
Hybrid working
Are you an experienced leader with a passion for exceptional customer service and a commitment to doing the right thing for customers?
We're looking for a Call Centre Team Manager to lead our frontline teams, drive performance, and ensure we continue to deliver fair, timely, and high?quality customer outcomes.
About the Call Centre Team Manager
In this pivotal role, you will oversee the day to day operation of our contact centre, ensuring customers receive excellent service across all communication channels. You will be the escalation point for complex or high-risk cases, ensuring that all customer interactions meet FCA regulations, Consumer Duty, and Treating Customers Fairly (TCF) requirements.
What You'll Be Doing
Leading and motivating the Contact Centre Team Leaders and Advisors to deliver outstanding customer service.
Overseeing first-line handling of customer complaints and ensuring prompt, fair, and compliant resolutions.
Acting as the escalation point for complex, sensitive, or high?risk customer cases.
Ensuring full adherence to FCA guidelines, Consumer Duty, and TCF principles in everyday operations.
Monitoring service levels, quality metrics, and customer satisfaction to drive continuous performance improvements.
Identifying complaint trends and root causes, working with cross-functional teams to reduce recurring issues.
Supporting initiatives that help reduce complaint volumes through proactive service enhancements.
Coaching and developing team members to strengthen capability and confidence in customer service and complaint handling.
Collaborating with Operations, Risk, and Commercial teams to enhance end?to?end customer journeys.
Producing regular performance insights and reporting for senior stakeholders.About You as a Call Centre Team Manager
We'd love to hear from you if you have:
Proven leadership experience within a customer contact centre or complaints environment.
Strong understanding of FCA regulations, Consumer Duty, and TCF frameworks.
Exceptional communication skills and the ability to manage sensitive and complex customer issues.
A passion for coaching, developing teams, and driving operational excellence.
A data?driven mindset with the ability to identify trends and influence change.Why Join Us as a Call Centre Team Manager
Opportunity to shape and improve the customer experience
A supportive, peoplefocused culture
Great benefits package and opportunities for career development
Chance to make a real impact in a fast paced, customercentric organisation
Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database
