Customer ServiceTeam Manager

Salary: £35,000 -£38,000+ up to 4%bonus per annum
Hours: Full-time, shifts between 8:30am and 7:00pm Monday to Friday, Saturday 9:00am to 1:00pm (1 in 4 Saturdays)
Hybrid working: 2 days from home, 3 days in the office
Location: Milton Keynes
Start date: End of September

We’re ROI, and we’re rather good at what we do. We partner with around 70% of the biggest names in the automotive industry, helping to drive their sales, deliver customer experiences, connect buyers with brands through smart marketing, and transform businesses through clever use of tech. In short, we solve problems, spark innovation, and support customers at every step.

We’re now looking for a strong, assertive Team Manager tolead and support a team of 8 to 9 Customer ServiceAdvisors. You’ll be a pastoral leader, someone your team trusts, with the confidence and resilience to manage challenges head on and help your team deliver qualitycustomer service every day.

What you’ll get in return:

• Hybrid working (two days from home, three in the office) once training is complete
• £500 per year to put towards your mental or physical wellbeing, whether that’s a gym membership, new sports kit, a wellness app or extra healthcare for your dependants
• Regular team socials and events
• Generous annual leave, increasing with length of service
• An extra day off (plus a treat) on your birthday
• Private healthcare plan
• Education bursaries to support hobbies or professional development
• Company pension scheme
• Staff car discount schemes and free on-site parking

What the job’s all about

You’ll lead a customer serviceteam supporting our long standing automotive client, Kia. You’ll be responsible for developing and supporting your team, helping them to grow their confidence and skillsets, and ensuring KPIs and quality standards are met to deliver a best-in-class service every time.

This is a fast-paced, hands-on role. The team handles a high volume of calls, emails and messages, often under pressure, so your ability to manage workloads, keep morale high, and support team members through difficult interactions is key.

You’ll be present on the floor, provide guidance during escalated or complex cases, and help your team stay focused, motivated and on track.

You’ll also need to be confident working across multiple systems, interpreting data and spotting performance trends, so being comfortable with technology, quick-thinking and able to use reporting tools effectively is a must.

To help set you up for success, the successful candidate for this role will go through a structured onboarding process including two to three weeks of advisor training and a week in grad bay. This will give you valuable insight into what the advisors do daily, the systems they use, the types of calls they handle and how escalations are managed. It’s a great opportunity to build credibility with your team and get up to speed with the operation before stepping fully into the leadership role.

We’re looking for someone who is

• A strong, assertive leader with excellent pastoral care skills
• Must have experience in managing a team, within a contact centre environment
• Resilient, organised and able to work under pressure
• Comfortable using multiple systems, with a good understanding of reports and data
• An excellent communicator who can adapt their approach to suit different situations
• Calm and solution focused during customer escalations
• A supportive team player who enjoys helping others thrive

Sound like you? Go ahead and hit that "Apply" button to find out more!