Call Centre Team Manager

Our client is seeking a dynamic and motivated Call Centre Team Manager to lead their multi-brand Customer Service team, ensuring the highest standards of service are consistently met.

This is an exceptional opportunity for a Call Centre Team Manager to join this global company within their prestigious, modern Chester office. The role is a full-time permanent contract.

Pay and Benefits

The hours of work are Monday-Friday 8:30am-4:30pm.

Salary: £40,000

The Customer Experience Manager will be rewarded with a fantastic benefits package including, 26 days annual leave plus bank holidays, company bonus scheme, contributory pension scheme, life assurance, free onsite parking and more.

Key responsibilities:

The successful candidate will:

• Empower the team to exceed customer expectations
• Take full ownership and responsibility of the Service Operating Model, where level 1 support handles initial interactions with escalation to level 2 technical support as needed
• Managing a complex product portfolio
• Ensuring team members are cross trained across all brands, enabling them to engage with customers confidently and competently on a wide range of products
• Oversee the Quality Assurance team, driving improvements through call models and quality audits, while providing constructive feedback to team members
• Setting and driving departmental KPIs, including productivity targets, and aligning team goals with the company’s ambition to become an industry leader
• Collaborate closely with the wider management team to support business growth and profitability
• Liaise with a European Distribution Centre to ensure order fulfilment meets high standards, working on process improvements
• Identifying more efficient ways of working
• Work with key stakeholders to drive change and develop strategic customer solutions based on feedback
• Handling complex customer complaints and escalations
• Utilising ERP and CRM systems to deliver optimal service
• Create and maintain local process flows, including work instructions and standard operating procedures
• Collaborate with the global team to implement new initiatives in the UK market
• As a key member of the management team, you will ensure readiness for new product launches, providing the customer service team with product knowledge, system training, and setup
• Analyse customer feedback, to implement improvements and communicate these changes effectively to ensure continued customer satisfaction
• Act as part of the quality improvement team, using customer feedback to identify trends and implement improvements

Essential Experience:

• Previous experience managing in a call centre environment handling a multi brand approach
• Experience of change management and a continuous improvement culture
• Experience of coaching, providing feedback and delivering difficult messages
• Ability to manage multiple teams and workstreams
• Experience of setting targets and KPI’s to drive profitability and growth
• Capability to carry out data analysis to predict workflows and adapt accordingly based on demand
• Manage complaint handling, resolving complex customer queries
• Analyzing of customer feedback and implement improvements
• Use of CRM including data analysis and BI reporting
• Ability to build strong working relationships with key stakeholders in the global team with the ability to influence
• Working as part of a management team, leading by example focusing on driving business improvements
• Experience of driving company core values
• Working with a Global Quality Management System to ensure regulations are adhered to

Unfortunately, due to time restrictions we cannot respond to every applicant, in the event that we haven’t contacted you within 48 hours please take it you have not been successful for this particular role, but your details will be kept on file and considered for all future vacancies.

We are an equal opportunities agency and welcome applicants from all backgrounds.

We are acting on behalf of the client as an Employment Agency in relation to this vacancy