Role: Customer Care Team Manager
Location: Swadlincote
Contract Type: Secondment (3 months, starting Jan 2026)
Hours: Monday to Friday 9am-6pm (Full-Time)
The Customer Care Team Manager is responsible for overseeing the day-to-day operations of the Customer Care Team in Swadlincote. The primary purpose of the team is to track, check, and protect customer information at all times, ensuring compliance with SOPs and meeting all SLAs. This role is critical in delivering a consistently high level of customer care and maintaining service excellence across all interactions. The Manager will also lead the team in acting as trusted advisors to customers, taking ownership of queries from triage through to resolution and leading by example. Additionally, they will ensure customers are connected with the right team the first time, guaranteeing a seamless transfer, and guide both the team and customers on best practices and recommendations to improve efficiency and manage records in a compliant, streamlined manner.
Key Responsibilities:
- Providing our Customers with a high level of Customer Care at all times.
- To be able to provide the relevant insights to our internal and external customers via reporting and feedback.
- Guiding the team and our customers with best practice and recommendations of how to become more efficient and manage their records in a compliant and streamlined way.
- To build strong relationships with external customers (in particular MOD contacts) and internal colleagues.
- To manage and communicate our goals and strategies in order to drive the performance of the team.
- To give guidance to the Senior Customer Care Advisor so they can support you in the day to day running of the Customer Care Team.
- To support the Head of Regional Customer Care with any operational changes.
- Responsible for ensuring all customer requests are being processed in line with agreed SLA’s using internal business applications.
- Accountable for ensuring the Team are being accurate with any work to avoid mistakes being made.
- Manage Team and ensure all HR matters are dealt with promptly in accordance with our People Policies.
- Review performance of staff, identify training needs, develop training plans, and plan training sessions to improve quality of service and staff development.
Skills, Knowledge & Experienced required:
- Excellent communication skills - internal and customer facing
- Experience of Managing a Team in a customer focused environment
- Experience of report writing and excel
- Experience with business applications particularly O’Neil is essential
- Investigation and problem solving
- Proactive approach
- Organisational skills
- Motivational skills
- Ability to work to deadlines
- Accuracy and attention to detail
- Excellent verbal and written communication skills
- Adaptable to change
- Full Clean Driving Licence (Desirable)
About You:
- Able to manage the tam on a day-to-day basis, including all aspects of people management such as employee development, performance and absence management
- To be accountable for ensuring all colleagues have completed and any required internal DBS checks or higher-level security checks a required.
- Thrives in a fast-paced, active environment
- Dependable and committed to delivering high-quality work
- Possesses a keen eye for detail and takes pride in a job well done
What We Can Offer You:
- Life assurance
- Annual leave entitlement (starting with 20 – 25 days + bank holidays)
- Contributory pension scheme
- Share save scheme
- Paid volunteer day
- Long service recognition
- Eyecare voucher
- Retail discounts
- Family leave
- Employee assistance programme