Junior Manager – Digital Customer Care at The Unlimited

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 team’s 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 15–30 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.