Customer Service Team Manager

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  "last_changed_at": "2026-06-12T10:36:27.348Z",
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  "language": "en",
  "location": {
    "raw": "Manchester, Lancashire, M3 1HJ, United Kingdom",
    "city": "Manchester",
    "region": "Lancashire",
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    "confidence": 0.8
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  "inferred_at": "2026-06-10T10:32:46.701Z",
  "launch_scope": {
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    "included": true,
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{
  "list_job": {
    "id": "181",
    "isRemote": null,
    "location": {
      "city": "Manchester",
      "state": "Lancashire"
    },
    "atsLocation": {
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    "departmentId": "19419",
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    "jobOpeningName": "Customer Service Team Manager ",
    "departmentLabel": "ESL CUSTOMER SERVICE",
    "employmentStatusLabel": "Fixed Term"
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  "detail_job_opening": {
    "location": {
      "city": "Manchester",
      "state": "Lancashire",
      "postalCode": "M3 1HJ",
      "addressCountry": "United Kingdom"
    },
    "datePosted": "2026-04-29",
    "atsLocation": {
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    "description": "<p><span style=\"font-weight: bold\">Manager – Customer Service (12-Month Maternity Cover</span><span style=\"font-weight: bold\">)</span></p>\n<p><br><br></p>\n<p><span>ESL connects the demand and supply of electrical components. As the world shifts to a more electric future, ESL helps customers procure their needs in this space by thinking and operating differently.<br></span></p>\n<p><br></p>\n<p><span>The company joins supply chains together in a simple and easy-to-deliver way. We operate globally offering fast deliveries and making things easy both for our customers and our suppliers, developing long-term relationships with them.<br></span></p>\n<p><br></p>\n<p><span>ESL is headquartered in Manchester and operates with a strong international presence. It was founded by two female entrepreneurs 19 years ago (both are still in the business), and the company has 75 amazing people with brilliant skills.</span></p>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">Purpose of the Role</span></p>\n<p><br><br></p>\n<p>This role is responsible for leading and supporting the people within the Customer Service team during a 12-month maternity cover period.</p>\n<p>The focus is on ensuring strong day-to-day people management, consistent communication, and a positive, high-performing team environment. The role prioritises employee engagement, performance management, and continuous development to maintain stability, accountability, and growth across the team.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Key Responsibilities</span></p>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">People Leadership and Management</span></p>\n<ul>\n<li>Act as the direct line manager for all Customer Service team members.</li>\n<li>Deliver consistent and meaningful 1:1s, performance reviews, and ongoing feedback.</li>\n<li>Manage all day-to-day HR-related activities, including absence, wellbeing, and employee relations.</li>\n<li>Provide coaching and support to help individuals perform at their best.</li>\n<li>Address performance concerns in a timely and constructive manner.</li>\n<li>Build strong working relationships, creating a supportive and accountable team culture.</li>\n<li>Ensure clear expectations are set and maintained across the team.</li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">Team Support and Coordination</span><br></p>\n<ul>\n<li>Ensure effective day-to-day running of the team through clear direction and support.</li>\n<li>Oversee workload management and prioritisation in collaboration with Senior Customer Service Representatives.</li>\n<li>Ensure issues, escalations, and actions are followed up and resolved.</li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">Training and Onboarding Support</span></p>\n<ul>\n<li>Support onboarding of new team members to ensure they are set up for success.</li>\n<li>Identify skills gaps and support development plans.</li>\n<li>Encourage continuous learning and development across the team.</li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">Documentation and Process Support</span></p>\n<ul>\n<li>Support consistency in ways of working and adherence to processes.</li>\n<li>Work with stakeholders to ensure continuous improvement in team effectiveness.</li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">Absence and Cover Coordination</span></p>\n<ul>\n<li>Manage absence, wellbeing, and return-to-work processes.</li>\n<li>Ensure absences are communicated and appropriate cover plans are in place.</li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">Collaboration and Communication</span></p>\n<ul>\n<li>Work closely with the Customer Service Manager to ensure alignment on priorities.</li>\n<li>Maintain clear and consistent communication with the team and wider stakeholders.</li>\n<li>Partner with HR and other departments where required.</li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">Metrics / KPIs</span></p>\n<ul>\n<li>Delivery and quality of 1:1s and performance management</li>\n<li>Employee engagement and feedback</li>\n<li>Team retention and absence management</li>\n<li>Evidence of individual development and upskilling</li>\n<li>Overall team morale and stability</li>\n</ul>\n<p><br><br></p>\n<p><span style=\"font-weight: bold\">Essential Requirements / Experience</span></p>\n<ul>\n<li>Proven experience in a people management or team leadership role</li>\n<li>Strong understanding of HR practices including performance, absence, and employee relations</li>\n<li>Confident managing a range of people situations</li>\n<li>Excellent communication and interpersonal skills</li>\n<li>Ability to build trust and credibility quickly</li>\n<li>Well-organised with the ability to manage multiple priorities</li>\n</ul>\n<p> </p>\n<p><span style=\"font-weight: bold\">Desirable</span></p>\n<ul>\n<li>Experience supporting teams through change or transition </li>\n</ul>\n<p><br></p>\n<p><span><span style=\"font-weight: bold\">Recruitment Agencies;</span></span></p>\n<p><br></p>\n<p>The Pilot Group operates a strict PSL and will not accept any unsolicited CVs sent to any member, employee, representative or business unit of the Pilot Group. Any unsolicited introduction will be treated as a CV ‘sent in kind’ and as such The Pilot Group rejects all liability to pay any such fees for an unsolicited introduction.</p>\n<p><br></p>\n<p><br></p>\n<p><a href=\"https://www.thepilotgroup.co.uk/recruitment-candidate-privacy-policy/\" target=\"_blank\" rel=\"noopener noreferrer\">Recruitment Candidate Privacy Policy | The Pilot Group</a></p>\n<p><br></p>",
    "compensation": "Competitive ",
    "departmentId": "19419",
    "locationType": "0",
    "seekPromoted": false,
    "jobCategoryId": null,
    "jobOpeningName": "Customer Service Team Manager ",
    "departmentLabel": "ESL CUSTOMER SERVICE",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Manager/Supervisor",
    "jobOpeningShareUrl": "https://thepilotgroup.bamboohr.com/careers/181",
    "employmentStatusLabel": "Fixed Term"
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