Customer Care Team Manager


Customer Care Team Manager


Competitive Salary


Job Title: Team Manager

Location: Leeds

Hours: Late shift: 1.15pm - 9.15pm



The Customer Services Centre manages all retail and online related customer contacts for the Arcadia Brands. The Centre also provides support functions for stores and other areas of the business including home shopping and mystery shopping.

We currently have the above vacancy in the Customer Service Centre, which manages all customer contacts as well as offering a support function for stores and other areas of the business. Reporting to the Operations Manager, this position would ideally suit someone who is currently working in a Managerial or Team Manager Role and is keen to develop a career in customer services. As a key member of the management team, you will have the opportunity to influence the future strategy of the Contact Centre.


Manage and plan a small team of Customer Service Advisors

Ensure that the team understand and meet internal service standards

Look for ways to improve upon current working practices and implement change where necessary

Handle escalated customer complaints in an understanding and sympathetic manner

Understand and maximise the use of existing and alternative Contact Centre technology to ensure that the Centre keeps abreast of industry developments

Develop the team by conducting monthly 1:1’s and annual appraisals as well as monitoring/assessing their progress through Competency Standards

Manage a small portfolio of projects

Represent the Contact Centre in meetings with internal contacts and external suppliers as well as conducting inductions with new starters to the business.


Proven time and people management skills

Excellent interpersonal and problem solving skills

Understanding of a Customer Services environment

Strong team player

Willingness to take ownership of work

PC literate

Willingness to learn about the Contact Centre and Customer Service industry

Ability to balance business needs against customer expectations.



With over 2,000 stores, over 41,000 staff and an estimated £2.7 billion turnover, there’s no doubting the fact that Arcadia Group is an established powerhouse on the UK high street. There are seven Arcadia brands – Burton, Dorothy Perkins, Evans, Miss Selfridge, Topshop, Topman and Wallis plus our out of town shopping concept Outfit.

The Group’s UK success has been so great that it has propelled our business internationally into over 700 stores across locations such as Europe, the Far and Middle East, South East Asia and the US. We have also invested significantly into our Digital strategy with the recent launch of ‘A Sale is a Sale,’ an initiative designed to bring together technology and our stores to ensure that we are looking after our customer’s full shopping experience.


Operating at the heart of our business, Shared Services offer efficiencies to all of our Brands by providing centralised resources and competitive synergies for the Group. The Shared Services Teams work across all Brands and are responsible for a huge range of activities from delivering product to over 40 countries worldwide, to achieving award winning store designs and handling 100,000 Customer Care calls each year. Within Shared Services there are over 1,000 employees working across 16 distinctive departments including International, IT, Finance, HR, Logistics, PR, Property, Digital and Sourcing.


Never ones to stand still, Arcadia Shared Service employees enjoy a fast pace and are always looking forward to exciting opportunities to support our Brands. No two days are ever the same, being heavily influenced by the fluctuating nature of the retail industry means we are always on our toes but we are driven by our passion to support and enable business growth. Keeping up to date with the industry and staying commercially astute runs through-out our departments in order to deliver results and always challenge the status quo. To achieve our aims as Shared Service departments we look for people with energy, focus and tenacity, in order to develop the best for our business and the teams around us.



• Pension Scheme.

• Staff Discount - 25% in all Arcadia brands.

• Personal Accident Insurance - 24hrs worldwide.

• Interest Free Season Ticket Loan.

• Holiday Trading - Buying / Selling.

• Bonus Scheme - Giving you the opportunity to add to your salary and benefits.


• Health & Wellbeing – Private Medical, Dental and Health Cash Plan.


• Less than 5 years service = 25 days.

• More than 5 years service = 28 days.


We also offer a range of extra benefits including external discounts through our ‘uSave’ website. There are thousands of offers to choose from including High Street and online shopping deals as well as a number of spa breaks and holidays.


We offer and encourage career development across all of our Shared Services departments, be it via on the job training, workshops to professional qualification sponsorship.

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