Customer Service Team Manager - Night Shift

11 Jun 2021
14 Jun 2021
Contract Type
Full Time
Customer Service Team Manager - Night Shift
GBP30,000 - GBP35,000 plus benefits (Grade F14)
Manchester city centre
Shifts will cover 8pm to 8am, on a 4 on 4 off rotation

We're looking for experienced team managers to join our sales and services team and help us deliver the great customer service our customers and members expect from Co-op. You'll join our Co-op Business Services (CBS), Co-op's centre of excellence for innovative, efficient and valued cross functional central support services to our customers, members, suppliers and colleagues. We're also an award-winning team where you'll have the chance to work with a multi skilled team and grow your profile and gain a lot of exposure to different parts of our business.

As a team manager in our sales and services team, you'll lead, mentor and develop a team of circa 15 advisers. We'll look to you to empower and engage your team to make sure they provide the best service possible to all our colleagues, customers and members. If you can bring the leadership skills and customer service experience that we need, we can offer you the opportunity to develop your career in a business that always puts people at the heart of its strategy.

What you'll do

• mentor and develop a dynamic team of circa 15 multi skilled advisers to make sure they provide the best customer service to our colleagues and customers
• effectively lead your team, carrying out day-to-day people managing responsibilities such as regular 121s, absence management, return to work, etc
• put measures in place to support the change in demand due to campaigns or internal/external events
• support the roll out of any changes in the team
• carry out quality audits, working with your team to identify training gaps and opportunities for improvement
• drive continuous improvement and best practice
• support and collaborate on different project workstreams
• motivate and engage your team, supporting and helping them to adapt to a changing environment

This role would suit people who have

• solid leadership skills, with experience managing, developing and mentoring a sizeable team of up to 15 advisers
• a proven background in customer service in a contact centre environment
• experience in quality assurance and carrying out quality audits
• phenomenal communication skills, with a talent for building positive relationships with partners across the business
• the ability to quickly adapt and find new solutions in a fast-pace environment
• experience driving continuous improvement and best practice
• the availability to work in different shift patterns
• experience working in a regulated industry's contact centre would be advantageous, but not essential

Why Co-op?

Here you'll do work that matters. We're a commercial organisation with a purpose beyond profit, you'll have an opportunity to help us build a stronger Co-op and stronger communities. You'll also get a package that includes:

• competitive salary
• coaching, training and support to help you develop
• pension with up to 10% employer contributions
• annual incentive scheme
• 28 days holiday (rising to 32 in line with service)
• discounts on Co-op products and services

Building an inclusive work environment

We're actively building diverse teams and welcome applications from everyone. But simply having a diverse workforce is not enough. We aim to build an inclusive environment, where everyone can contribute their best work and develop to their full potential. We celebrate our differences and recognise the importance of teams reflecting the communities they serve.

We can make reasonable adjustments to our interview process according to your needs. And we offer a flexible working environment, so you can adjust your hours to suit your personal circumstances. You can find out more about Co-op people policies at

As part of your application you'll need to complete an online assessment. It will take you around 12 minutes to complete this test.