Customer Service Manager

Join Litta as a Customer Service Manager, where you will lead the Customer Service team, set high standards for customer interactions, and drive continuous improvement. You will own the full employee lifecycle, build a strong team culture, and ensure the day-to-day operation runs smoothly. Your success will be measured by team performance, people development, quality assurance, feedback loop, operational ownership, and team engagement.

• Lead and develop Litta's Customer Service team, setting standards for performance and ensuring the function operates with precision.
• Own the full employee lifecycle for your area, including hiring, onboarding, development, and performance management.
• Design and implement a Quality Assurance process, using insights to drive coaching conversations and process improvement.
• Clear and credible communicator — with your team, your peers and senior stakeholders, in writing and in the room
• Experienced across the employee lifecycle — from hiring and onboarding through to performance management, development and QA
• Operationally confident — schedules, volumes and SLAs are second nature; you know what it takes to run a customer-facing team at pace
• Data-literate — you read reports, spot patterns and know what to do about them; comfortable holding performance conversations grounded in evidence
• Experienced people manager — you've led, coached and developed a team and can point to the difference you've made in their performance and growth, and you'll have at least 3 years experience leading teams in a Contact Centre/head office Customer Service setting
• Analytically Wired: Numbers and people aren't in tension for you — they're both languages you speak fluently. You read a metric and immediately know what's behind it, see patterns before they're obvious, and act without waiting for someone to flag the problem
• People Radar: You understand what makes people tick, natively. You pick up on what's unsaid as easily as what's said, and use that to coach, support and challenge in a way that actually lands. Building genuine trust with your team isn't a technique; it's just how you operate
• Empowering: You build a team that operates with confidence, trust and independence. Your goal is to make the team brilliant at what they do — not to be the person with all the answers
• Thinking Round Corners: When something doesn't work, you don't stop — you find another way. You're wily and resourceful, always a step ahead of the problem, and a setback is just a prompt to think differently. Blockers don't stun you; they interest you
• Culture Architect: You understand that an engaged team doesn't happen by accident. You build it deliberately — through how you recognise, challenge, develop and celebrate your people. You know that culture is downstream of how you show up as a leader
• Ownership: You take full end-to-end ownership for your area. If something isn't right, you're already fixing it — you don't escalate what you can solve, and you don't wait to be asked