Job Description

PURPOSE OF THE ROLE
The Junior Manager is a hands-on operational leader who thrives in a fast-paced, high-performance environment. You will be responsible for leading, coaching, and driving results across a specialist non-voice Customer Care team, delivering support via chat, email, and digital platforms.
This role is accountable for people leadership, performance delivery, and compliance, ensuring KPIs and service standards are consistently met or exceeded. This is not a passive, monitor and report role we are looking for leaders who own delivery, lead from the front, and drive daily execution through their teams.
CONTEXT OF THE ROLE
Performance & Delivery

• Own and deliver your teams daily and weekly KPIs, including (but not limited to):

accuracy, productivity, SLA adherence, compliance, risk handling, and ticket resolution. * Actively monitor live dashboards and operational queues, intervening swiftly to course-correct performance.

• Translate operational strategy into clear, actionable expectations for agents.
• Ensure all outputs are accurate, compliant, and aligned to documented processes and client standards.
• Drive a strong performance rhythm through structured routines and follow-up.

People Leadership

• Lead, coach, and develop a team of 1530 Customer Care Specialists.
• Run daily huddles, performance check-ins, and engagement sessions to maintain focus, energy, and accountability.
• Conduct regular 1:1 coaching sessions, providing clear, actionable feedback.
• Manage performance effectively, including improvement plans where required.
• Build a high-performance, people-positive culture that balances results with wellbeing and responsible service delivery.

Operational Excellence & Compliance

• Ensure strict adherence to compliance, data protection and operational protocols.
• Partner with Quality Assurance, Training, and Risk teams to identify gaps and implement targeted coaching actions.
• Monitor and manage attendance, schedule adherence, and workforce discipline.
• Proactively identify operational risks and escalate where necessary.
• Produce clear, accurate daily performance reporting for the Campaign.

Client & Business Alignment

• Translate UK client expectations into clear behaviours, standards, and measurable outcomes.
• Prepare insights, risks, and action plans for internal and client-facing performance reviews.
• Support the implementation of client updates, process changes, and service enhancements.
• Continuously identify opportunities for process improvement, efficiency, and service optimisation.

Skills Required