About the Role
Are you a proven leader with a passion for delivering exceptional customer experiences? We're looking for an experienced Careline Team Manager to take charge of a dynamic team supporting multiple brands. In this role, you'll drive performance, ensure service excellence, and champion continuous improvement.
What We're Looking For
- Minimum 5 years' experience in FMCG customer service or contact centre management - this is essential.
- Strong knowledge of Salesforce Service Cloud - you'll be the go-to expert.
- Expertise in complaints management and compliance frameworks.
- Proven ability to coach, develop, and motivate teams.
- Excellent organisational and analytical skills.
- Confident communicator with stakeholder management experience.
- Fluent in English (written and verbal).
What You'll Do
- Lead, coach, and inspire your team to consistently hit performance and quality targets.
- Manage rotas, holidays, and absences to keep operations running smoothly.
- Oversee case management in Salesforce Service Cloud, ensuring accuracy and compliance.
- Drive complaints handling improvements and elevate customer satisfaction.
- Collaborate with quality, training, and operational teams to enhance processes.
- Provide insightful reporting and updates to stakeholders.
Why Join Us?
- A fun, sociable team environment where your leadership makes an impact.
- Pension scheme and a range of discounts and perks (gym membership, eye care vouchers).
- Career development opportunities, including apprenticeships and progression pathways.
- Recognition and reward schemes for outstanding performance.
- Cycle to work scheme and more!
Working Hours
Contracted hours: 8am - 8pm, Monday to Sunday (rotational shifts).
You'll primarily support a campaign operating Monday-Friday (8am-8pm) and Saturday (10am-5pm).
Training & Growth
We provide full training on systems and soft skills. We actively encourage career progression and reward additional responsibilities with salary increases.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
