Contact Centre Manager


£28000 - £35000 per annum + + Benefits
Contact Centre Manager

Are you the ideal Contact Centre Manager?

We're looking for experienced leaders within a Contact Centre environment to lead a growing, busy and unflappable customer service team.

If you thrive working in a fast-paced Customer Service team and lead by example by providing clear direction and effective leadership, you will want to read more about this opportunity!

You will actively motivate, coach and work alongside a small customer service team to handle a high amount of inbound (and outbound) customer service and order processing calls in a B2B environment. Not only will you be involved in agreeing objectives and measures for success, you will consistently lead from the front to deliver a five-star service to your clients and meet the demands of the business.

The Ideal Contact Centre Manager will have the following responsibilities:

*Manage, coach and develop a team to ensure they're delivering five-star customer service
*Set objectives and provide constructive feedback to your team to consistently improve and achieve standards in line with company values
*Be comfortable with Marketing Campaigns and understand how they work (Experience with digital campaigns or marketing platforms/services is advantageous e.g. Mailchimp)
*Be able to lead a team but also contribute daily to handling the high call volume and order processing
*Build relationships with your team and clients and can think quickly, react to market trends to maximise every customer service enquiry.
*Be target driven, analytical and have a good understanding of IT processes and CRM systems which include Sage, Microsoft Excel.
*Delivering team 1-2-1s to help upskill, coach, and develop.
*Train and onboard new starters into the team and assist with HR processes where necessary.
*Understand the product and service offering of your business to offer full product knowledge, details, and pricing.

What we're looking for in the ideal Contact Centre Manager?

*At least 2-3 years in a similar role
*Proven customer experience journey improvements
*Excellent track record of both agent level customer service and team management
*Resolve Customer Service enquiries and complaints by Phone, Email and Letter
*Comfortable liaising with Senior Board members and other department Heads
*SOP (Sales Order Processing) and Raising POs (Purchase Orders)
*Processing Manual, Web and Telephone orders via Sage - CL200 CRM experience is desirable
*Achieve personal and team customer service targets/goals including Call Quality, Efficiency, and Attendance.
*Confident and pro-active with fantastic problem-solving skills
*Be flexible to support the business needs where required
*Proactively respond to customer enquiries and complaints, resolving the query with best solution for the customer and business
*Retain ownership of customer queries ensuring regular communication and follow through to resolution
*Ability to organise own time and team to prioritise when faced with multiple tasks, orders and deadlines within the business

What's in it for the ideal Contact Centre Manager?

Up to £35,000 DOE
Great hours Monday - Friday 08:00-17:00
Training and development provided
Cycle to work scheme
Free Parking


+ Benefits

Work Hours

Full Time