Call Centre Assistant Manager

Call Centre Assistant Manager - Chertsey, Surrey

Salary Range: up to £25, 833

Excellent Benefits package including:

• 28 days holidays (Including Bank holidays)
• Employee Assistance Programme
• Fantastic Employee discounts scheme, including free company allowances, generous discount in shops and restaurants and online purchases
• Opportunities for training and development within the company
• Free onsite parking

Position Type: Full-time Monday to Friday 8 - 5 Flexi hours (10 -4 core) Fully on-site

About the role:
Do you have some experience and enjoy supervising and overseeing the operation of a small team? Are you looking to broaden your experience within a global entertainment company or looking for an opportunity to develop with them and take on more responsibility? We are currently working with a company in the entertainment sector who are offering a unique opportunity within their global business to develop in a customer focused Team Leader role.
The successful candidate can expect (after training and development) to be responsible for overseeing a customer services team, ensuring operational efficiency, and maintaining the highest standards of service.

Key Tasks and Responsibilities:
* Manage a customer services team in line with set staffing budgets, ensuring daily monitoring and adjustments as necessary.
* Monitor budgets, refunds, and purchases to ensure adherence to financial guidelines.
* Oversee the Call Centre operation, ensuring adherence to procedures and meeting service level agreements (SLAs).
* Collate and categorise data accurately.
* Manage the Schools and Admin team, ensuring adherence to SLAs and accuracy in finances and bookings.
* Serve as Duty Manager as required to ensure departmental coverage.
* Lead and manage Duty Managers to achieve key objectives while maintaining high standards of customer service and people management.
* Provide coaching, training, and support to staff to ensure high standards are maintained.
* Ensure departmental compliance with health, safety, and security policies and procedures.
* Assist in recruitment, induction, and training of customer services team members.
* Maintain communication channels and respond within agreed SLAs.
* Drive year-on-year improvements in employee engagement.
* Foster strong working relationships with other departments for mutual benefit and development.

Qualifications:
* Previous experience in a similar managerial role, preferably in a Call Centre environment.
* Strong leadership and team management skills.
* Excellent communication and interpersonal abilities.
* Proficiency in data analysis and reporting.
* Knowledge of health, safety, and security protocols.
* Ability to adapt to changing priorities and unexpected challenges.
* Commitment to delivering exceptional customer service.

Next Steps:
If you are a motivated individual with a passion for customer service and team leadership, we invite you to apply for this exciting opportunity. Please call the team at Office Angels Staines for further information or send your CV to

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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