Customer Contact Centre Manager

JR Recruitment
£65,000 per annum
30 Mar 2019
04 May 2019
Contract Type
Full Time

Customer Contact Centre Manager


Upto £65,000 + Car/Car Allowance + Bonus + Excellent Benefits

My client is an established household name... We are looking to recruit an exceptional Customer Contact Centre Manager / Lead to drive operational excellence across three sites to ensure the customer experience is always first class.

Sites are based at Derby, Coventry and Shrewsbury - this role can be based at any of these - and will involve weekly travel to all three locations.

Key responsibilities:

  • Day to day responsibility for the operational performance of contact centres at the three sites (c. 200 FTE consisting of Customer Care Managers, Team Leaders and Advisors)
  • Achievement of all KPI's / SLA's
  • Coaching and inspiring staff to deliver an excellent customer experience
  • Developing clear and effective business plans to drive customer quality
  • Building effective and positive relationships with all customers
  • Working with other areas of the business to enhance both the customer and the employee experience
  • Identifying opportunities to improve efficiency and service experience
  • Analysing operational / commercial data
  • Budget management
  • Developing and building a team of highly effective, motivating and inspirational leaders
  • Managing and leading change effectively - ensuring all stakeholders are engaged and informed
  • Development of a strong culture of performance management

The ideal candidate will have:

  • Proven background driving operational excellence and customer experience across multi-site Contact Centres
  • Experience of developing and supporting a large team in an ever-changing environment
  • Experience of working collaboratively with contract partners and stakeholders across a large geographical area
  • Proven experience building and developing effective relationships with internal and external stakeholders
  • Experience of leading / building a coaching and development culture
  • Highly developed analytical and problem solving skills
  • Budget management experience

Fabulous opportunity for a dynamic individual with an engaging / influencing style to really make a difference. You will have worked in a large corporate business previously and will have multi-site experience in a customer-focused / consumer end-user environment. You will be strategic and creative and be confident leading and influencing senior management decisions.

Fabulous opportunity - excellent benefits (including 31 days annual leave!).