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THE COMPANY

My client is seeking an experienced Contact Centre Manager to join them during this positive time of growth. If you want to work for an organisation that values its employees and offers exceptional benefits – look no further.

This role involves managing a front desk operation, which handles claims, service related calls, and includes a small but growing inbound sales team

THE ROLE

• You will be responsible for leading, developing and training a Customer Service Team of 50 FTE with 6 Direct Reports in a dynamic, fast paced, contact centre environment

• Managing and contributing to the Call Centre achieving its overall service levels and client specific targets by ensuring business unit adheres to key processes and procedures and ensuring service levels are maintained

• Building professional relationships with peers, colleagues and third parties in order to deliver and exceed specific customer requirements

• Resolving high level complaints and escalated calls quickly and effectively to the satisfaction of the customer and the business

• Carrying out volume forecasting and planning to ensure service standards are met

• Monitoring best working practices and recommending changes to procedures or system enhancements to improve efficiency/service

KNOWLEDGE AND EXPERIENCE

• Must be experienced in leading a similar sized team with a passion for delivering customer excellence

• It is essential that the successful candidate has previous contact centre management experience

• Act with passion, integrity and determination – a strong people manager who can motivate a team onto success

• You must be able to build collaborative, enduring partnerships with key stakeholders that consistently delivers win-win outcomes

• Be able to make decisions under pressure and will require the ideas and advice of others within the business

• Proven track record of developing a team that has achieved outstanding results

REMUNERATION PACKAGE

• Upto £35k Salary Per Annum
• Excellent Bonus structure
• Strong Benefits Package
• Superb Vehicle Leasing Incentive

NEXT STEP

To register your interest in this exciting opportunity please forward your current CV detailing your existing remuneration package by email to; robg@callcentreassociates.co.uk or by telephone on 0208 514 7400. Only candidates with suitable experience will be contacted shortly after.
Closing date for CV’s is Wednesday 2nd July