Permanent

Team Manager

Cactus Search

West Midlands

£35000 per annum

Posted: 11 September 2026 (Yesterday)

Closing date: 11 October 2026

Ref: 804103160

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About the Role

Cactus Search seeks an experienced Team Manager for a permanent post in the West Midlands, paying £35,000 annually. The successful candidate will lead, coach and develop Customer Service Advisors within a busy omni-channel contact centre. Duties include driving performance against KPIs such as CSAT, quality and productivity, conducting regular one-to-one sessions and reviews, and managing attendance and employee relations matters. The Team Manager will monitor live contact centre activity, respond to operational issues, identify training needs and support continuous improvement while fostering an inclusive, high-performing culture. Applicants should possess proven leadership skills, strong communication abilities and a track record of raising customer satisfaction through effective team development.

We’re looking for an experienced Customer Service Team Manager to lead, coach and develop a team of Customer Service Advisors within a busy omni-channel contact centre.
You’ll play a key role in driving high performance, improving customer satisfaction and creating a positive, motivated team environment.
Key Responsibilities
- Lead, coach and develop a team of Customer Service Advisors.
- Drive performance against KPIs including CSAT, quality and productivity.
- Conduct regular 1-to-1s, coaching sessions and performance reviews.
- Manage attendance, performance and day-to-day employee relations.
- Monitor live contact centre performance and respond to operational issues.
- Identify training needs and support continuous improvement.
- Create a positive, inclusive and high-performing team culture.
- Work with wider Customer Experience teams to improve processes and customer journeys.
About You
- Proven experience managing, coaching and developing customer service teams.
- Strong understanding of contact centre KPIs, reporting and performance management.
- Confident having challenging conversations and providing honest, constructive feedback.
- Passionate about delivering excellent customer experiences.
- Target-driven with a strong focus on continuous improvement.
- Excellent communication, organisation and problem-solving skills.
The Details
- Hybrid working – minimum 1 day per week onsite
- Up to £35,000 DOE + Bonus andBenefits
- 40 hours per week - Rotational
- Monday–Friday: 8am–8pm
- Saturday–Sunday: 8:30am–5pm
This is a fantastic opportunity for an experienced contact centre leader looking to join a growing organisation and make a real impact across customer experience, team performance and colleague development.