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Verisure Services (UK) Limited Logo Verisure Services (UK) Limited · Customer Service

Customer Service Team Manager

United Kingdom, Newcastle Upon Tyne 30000.00 - 36400.00 GBP / Year · Job Posted January 10, 2026
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Job Description

As an Customer Service Team Manager, you will lead and develop a team of Alarm Receiving Centre Advisors (ARC), ensuring the smooth running of our 24/7 operation and upholding the highest standards of customer safety, service, and operational excellence. You will play a crucial role in supporting, coaching and motivating your team, ensuring performance standards are met, operational cover is maintained, and all work is carried out in full compliance with Verisure protocols and industry regulations.

Job Responsibility

  • Lead, motivate and support ARC Advisors to achieve targets, service levels and quality standards
  • Conduct monthly meetings, Touchpoints and performance reviews
  • Deliver coaching, training and support to new starters and established team members
  • Monitor call quality weekly and provide constructive feedback
  • Review team and individual NPS (Medallia) performance and address detractors promptly
  • Assist with shift planning to ensure 24/7 staffing coverage
  • Manage annual leave allocation fairly across the year
  • Support the department during peak demand or unexpected increases in alarm activity
  • Ensure smooth daily shift handovers, including End of Day reporting
  • Maintain compliance with Health & Safety processes, ensuring staff welfare at all times
  • Support recruitment through interviews and assessment centres
  • Manage attendance, including return to work meetings, welfare meetings, OH referrals and capability processes
  • Uphold Verisure’s Code of Conduct and address behavioural concerns appropriately
  • Produce accurate written records, including meeting minutes and formal documentation

Requirements

  • Proven experience managing and motivating teams within a fast-paced environment
  • Excellent communication skills with the ability to act with tact, professionalism and diplomacy
  • Strong customer service ethos and ability to perform under pressure
  • Confident in people management, including absence, performance, grievance and disciplinary processes
  • Highly organised with strong attention to detail
  • Adaptable, proactive and confident making decisions under pressure
  • Strong written communication skills, including accurate minute taking
  • Able to work collaboratively with stakeholders across the business
  • A positive role model with high standards of professionalism and timekeeping
  • Candidates must pass an Enhanced DBS check (funded by Verisure)
  • Eligibility for an SIA Licence is essential
  • Applicants must be able to provide documentation for any extended periods lived outside the UK
  • Clean vetting/background checks are required (no criminal record)

What we offer

  • Birthday day off
  • Onsite Coffee Shop & Canteen
  • PerkBox & GymFlex Discounts
  • Company pension scheme
  • Private BUPA Healthcare & MediCash Plan
  • Employee referral cash rewards
  • Enhanced maternity & paternity schemes
  • Free parking (subject to permit)
  • Alarm discount
  • Career development and training opportunities
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