{"id":3296247,"url":"https://alion.io/job/verisure-customer-service-team-manager","title":"Customer Service Team Manager","company":{"id":1890878,"name":"Verisure","domain":"verisure.com","url":"https://alion.io/company/verisure-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":{"grade":"A","score":100,"open_postings":14,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Newcastle upon Tyne, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":33072,"max":null,"currency":"GBP","period":"year","gross":null,"usd_annual":44174},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-26T21:57:29Z","employer_posted_date":"2026-10-26","last_verified_at":"2026-10-30T10:53:19Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Customer Service Team Manager - Newcastle upon Tyne\nContract: Full-Time, Permanent 40 hours per week\nSalary: £33072 per annum + up to £2,400 annual performance bonus\nWorking Hours: Monday to Friday, 9:00am to 6:00pm , Holiday Entitlement: 25days annual leave, plus bank holidays\nAbout Verisure\nVerisure is Europe's leading provider of professionally monitored security systems and 24/7 response services. We protect more than 5.1 million families and small businesses across 17 countries throughout Europe and Latin America.\nOur mission is simple: to provide peace of mind by protecting what matters most to our customers.\nThe Role\nWe are looking for an experienced and motivated Customer Service Team Manager to lead and develop a high-performing customer service team. This role combines operational leadership, people management, and customer experience excellence to ensure outstanding service delivery and continuous performance improvement.\nKey Responsibilities\nLead, coach, and develop a team of customer service professionals, fostering a culture of high performance and accountability. \nDeliver an exceptional customer experience by supporting the resolution of technical queries, customer incidents, and escalated complaints. \nMonitor and manage team performance against established KPIs and service level agreements (SLAs). \nConduct regular one-to-one meetings, performance reviews, and quality assessments to drive continuous improvement. \nManage all people-related activities, including attendance, performance management, capability, and disciplinary processes. \nAnalyse operational performance and identify opportunities to improve efficiency, productivity, and customer satisfaction. \nCollaborate with cross-functional teams to ensure a seamless and consistent customer journey. \nProduce accurate reports and presentations to communicate performance and business insights.\nWhat We're Looking For\nEssential Skills & Experience\nProven experience in a people management role within a customer service or contact centre environment.\nStrong coaching and development skills, with a track record of improving individual and team performance.\nSound knowledge of HR policies and procedures, including capability and disciplinary processes.\nExcellent decision-making and problem-solving abilities.\nStrong stakeholder management and communication skills.\nAdvanced PowerPoint and reporting capabilities.\nExperience managing performance against KPIs, SLAs, and quality measures.\nHigh level of accuracy and attention to detail when producing reports and analysing performance data.\nPersonal Attributes\nCustomer-focused, with a genuine passion for delivering exceptional service.\nOrganised, proactive, and able to manage multiple priorities effectively.\nResults-driven, with the ability to motivate and inspire others.\nStrong communication and interpersonal skills.\nCollaborative team player who thrives in a fast-paced environment.\nAdaptable, eager to learn, and open to new challenges and opportunities.\nProficient in Microsoft Office applications and other business systems.\nBenefits:\nAt Verisure, we are committed to supporting our employees through a comprehensive benefits package, including:\nBirthday Leave\nOn-site canteen and coffee shop\nDiscounted gym and health club membership\nContributory pension scheme\nFree parking at Quorum Business Park\nPrivate healthcare and MediCash plan\nPerkBox discounts with major retailers including Amazon, Tesco, Sainsbury's, Morrisons, and M&S\nEnhanced maternity and paternity benefits\nEmployee referral bonus scheme\nEmployee alarm discount\nCycle to Work scheme\nHoliday buy back scheme \nCareer Development at Verisure\nA career with Verisure offers much more than a job. We invest in our people through training, development programmes, internal mobility opportunities, and international career pathways, providing you with the tools and support needed to achieve your full potential.\nWith more than 35 years of experience and innovation, Verisure has built a reputation for delivering market-leading products, exceptional customer service, and industry-leading growth. Our commitment to quality has earned us some of the highest customer satisfaction and retention rates in the sector.\nDiversity & Inclusion\nVerisure is proud to be an equal opportunities employer. We value diversity and are committed to creating an inclusive workplace where everyone can thrive. We welcome applications from individuals of all backgrounds and will provide support throughout the recruitment process where required.\nReady to Join Us?\nIf you're an experienced leader with a passion for customer service and developing high-performing teams, we'd love to hear from you.\nApply today and take the next step in your career with Verisure. \n\nBe You. Be More. 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