Customer Service Team Manager

Responsibilities

• Leadership & Team Performance
• Lead, coach, and motivate a team of customer service professionals to deliver exceptional client experiences.
• Set clear objectives and performance standards, ensuring accountability and high levels of engagement across the team.
• Foster a positive, high-performance culture built on ownership, collaboration, and continuous improvement.
• Operational Excellence
• Monitor key performance indicators and service metrics to ensure delivery against service and operational targets.
• Identify process improvement opportunities and implement initiatives to enhance efficiency and service delivery.
• Act as the escalation point for complex client queries, ensuring issues are resolved quickly and effectively.
• Client Experience & Business Growth
• Support the identification of upsell and cross-sell opportunities by ensuring the team proactively engages with clients.
• Work closely with internal teams to align service delivery with wider business objectives and client needs.
• Use performance data and customer insights to drive proactive engagement and continuous improvement.
• Team Development
• Provide ongoing coaching, mentoring, and development to support team members' growth and career progression.
• Conduct regular performance reviews, providing constructive feedback and recognising achievements.
• Create an inclusive, motivated, and collaborative team environment.
• Education & Experience:
• Proven experience managing or leading customer service or client support teams.
• Strong leadership and coaching skills with the ability to motivate teams to achieve and exceed targets.
• Excellent communication, problem-solving, and decision-making abilities.
• Experience working in a fast-paced, performance-driven environment.
• A commercially minded approach with the ability to identify opportunities to enhance client value.
• Strong organisational skills and the ability to manage multiple priorities effectively.
• Why Join Ryan?
• Ryan is a global leader in tax services and software, helping clients manage complex tax challenges and maximise financial performance. By joining our Property Tax team, you will:
• Be part of a collaborative and growing team in Manchester
• Have opportunities for career development and leadership growth
• Work within a dynamic, client-focused environment
• Contribute to a company that values innovation, performance, and people

Benefits

Additional Information

Why Ryan? Competitive Compensation and Benefits Home Office Stipend Business Connectivity Reimbursement (Phone/Internet) Gym Membership or Equipment Reimbursement LinkedIn Learning Subscription Flexible Work Environment Tuition Reimbursement After One Year of Service Accelerated Career Path Award-Winning Culture & Community Outreach Ryan's Property Tax team is looking for an experienced and driven Customer Service Team Manager to lead a high-performing client support function in our Manchester office in MediaCity. This is a fantastic opportunity for a motivated leader who thrives in a fast-paced, results-focused environment. You will play a key role in shaping team performance, delivering outstanding client service, and driving operational excellence across the customer journey. As a Team Manager, you will be responsible for developing and inspiring a team of associates, ensuring service standards are consistently exceeded, and identifying opportunities to enhance client relationships and contribute to business growth.

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