{"id":3547538,"url":"https://alion.io/job/waste-managed-customer-service-team-manager","title":"Customer Service Team Manager","company":{"id":2792817,"name":"Waste Managed","domain":"wastemanaged.co.uk","url":"https://alion.io/company/wastemanaged","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","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":null,"salary_estimate":{"min_usd":33000,"max_usd":84000,"period":"year","method":"role_country_seniority_unknown","sample_n":221},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-30T21:21:51Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-01T19:04:53Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"The purpose of this role is to lead, coach, and develop a team to deliver consistently high-quality customer service while achieving performance, quality, and productivity targets across call handling, quality standards, and case management activity. The role is responsible forbuilding team capability, driving operational performance, and creating a positive and engaged team culture with a strong customer-first mindset.\nThis is a hands-on leadership role with accountability for day-to-day coaching, performance management, customer outcomes, and employee development, while supporting the wider operational goals set by the Operations Manager.\nLead, motivate, and develop a team to achieve service, quality, productivity, and case management targets.\nProvide regular one-to-one coaching, quality reviews, and structured feedback sessions.\nIdentifyindividual development needs and create tailored development and performance plans.\nSupport recruitment activity and assistwith onboarding, nesting, and early performance coaching for new starters.\nRole-model effective customer interactions and company values at all times.\nSet clear performance expectations aligned to operational KPIs and service standards.\nMonitor individual and team performance across call handling, quality, and case management metrics.\nAddress underperformance through coaching and structured performance improvement plans.\nRecognise and reward strong performanceand positive behaviours.\nEnsure consistent delivery of high-quality customer service and customer-focused outcomes.\nHandle customer escalations and provide resolution support where required.\nManage day-to-day team operations to meet service level and operational requirements.\nSupport schedule adherence, attendance management, and workforce planning requirements.\nEnsure policies, procedures, and compliance standards are followed.\nParticipate in operational meetings, team huddles, and business briefings.\nCreate and maintaina positive, inclusive, and supportive team environment.\nPromote wellbeing, resilience, and sustainable performance.\nActively engage team members through communication, feedback, and involvement.\nIdentifyopportunities to improve processes, performance, and customer experience.\nShare feedback and insights with other business functions.\nSupport change initiatives and the adoption of new processes, systems, or technologies.\nManage and embed the quality monitoring framework to support customer-focused, outcome-driven performance.","description_format":"text","description_chars":2496,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Energy & Utilities","Waste Management","Environmental Science"],"lifecycle":[{"event":"open","at":"2026-10-30T21:21:51Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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