Customer Service Team Manager

Manager – Customer Service (12-Month Maternity Cover)

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.

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.

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.

Purpose of the Role

This role is responsible for leading and supporting the people within the Customer Service team during a 12-month maternity cover period.

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.

Key Responsibilities

People Leadership and Management

• Act as the direct line manager for all Customer Service team members.
• Deliver consistent and meaningful 1:1s, performance reviews, and ongoing feedback.
• Manage all day-to-day HR-related activities, including absence, wellbeing, and employee relations.
• Provide coaching and support to help individuals perform at their best.
• Address performance concerns in a timely and constructive manner.
• Build strong working relationships, creating a supportive and accountable team culture.
• Ensure clear expectations are set and maintained across the team.

Team Support and Coordination

• Ensure effective day-to-day running of the team through clear direction and support.
• Oversee workload management and prioritisation in collaboration with Senior Customer Service Representatives.
• Ensure issues, escalations, and actions are followed up and resolved.

Training and Onboarding Support

• Support onboarding of new team members to ensure they are set up for success.
• Identify skills gaps and support development plans.
• Encourage continuous learning and development across the team.

Documentation and Process Support

• Support consistency in ways of working and adherence to processes.
• Work with stakeholders to ensure continuous improvement in team effectiveness.

Absence and Cover Coordination

• Manage absence, wellbeing, and return-to-work processes.
• Ensure absences are communicated and appropriate cover plans are in place.

Collaboration and Communication

• Work closely with the Customer Service Manager to ensure alignment on priorities.
• Maintain clear and consistent communication with the team and wider stakeholders.
• Partner with HR and other departments where required.

Metrics / KPIs

• Delivery and quality of 1:1s and performance management
• Employee engagement and feedback
• Team retention and absence management
• Evidence of individual development and upskilling
• Overall team morale and stability

Essential Requirements / Experience

• Proven experience in a people management or team leadership role
• Strong understanding of HR practices including performance, absence, and employee relations
• Confident managing a range of people situations
• Excellent communication and interpersonal skills
• Ability to build trust and credibility quickly
• Well-organised with the ability to manage multiple priorities

Desirable

• Experience supporting teams through change or transition 

Recruitment Agencies;

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.

Recruitment Candidate Privacy Policy | The Pilot Group