Southampton, England, United Kingdom
Team Manager with 8+ years’ experience in regulated, high-volume environments. Strong focus on performance, SLA delivery, and team development. Open to senior opportunities within operations and service delivery.
Lead a team of 14 advisors and 2 senior advisors in a high-volume contact centre environment Manage c. 700+ calls per week (8935 calls Jan–Mar 2026), consistently delivering against SLA targets Maintain 80% of calls answered within 20 seconds, with average handling time under 500 seconds Achieve consistently high quality standards, with team quality scores frequently reaching 100% Own workflow management and resource allocation, ensuring optimal productivity and service delivery Selected as a pilot team for new operational initiatives (e.g. DPA rollout) due to strong performance and reliability Support wider business by handling overflow and cross-team inbound demand through multi-skilling Coach and develop team members through structured 1:1s, improving performance and engagement Report on KPIs, risk, and operational performance to senior stakeholders Collaborate with offshore teams to maintain service consistency and standards
Delivered high-quality customer service under strict time constraints Supported vulnerable customers with deliveries Maintained compliance with driving and safety regulations
Led a customer service team handling vehicle finance queries and payment plans Ensured FCA compliance across all customer interactions Managed performance through coaching, 1:1s, and formal reviews Resolved escalated complaints and complex cases
Managed claims processing teams under strict deadlines and service targets Delivered performance improvements through structured management plans Worked closely with senior stakeholders to report on progress and risks Introduced process improvements to increase efficiency and team engagement
Led billing teams responsible for invoice correction and debt management Acted as escalation point for complex customer issues and complaints Managed team performance, wellbeing, and development through regular coaching Conducted disciplinary hearings and formal HR processes Supported vulnerable customers and resolved technical meter issues