Contact Centre Manager

Contact Centre Manager 

Monday - Sunday: 40 HOURS PER WEEK - 8.00AM - 7.00PM (WEEKEND WORKING MAY BE REQUIRED 

Annual Salary between £36,000 to £38,000 DOE

What's in it for me?

People Solutions are currently recruiting for a Contact Centre Manager to join our well-established client based in Birmingham, West Midlands. This is a fantastic opportunity offering a great annual salary with great benefits.

What are the benefits?

• 22 days holiday plus bank holidays increased following 2 years service
• Purchased holiday scheme following 2 full years service
• Employee discount up to 50%
• Health cash plan available
• Company Workplace Pension.
• Free tea and coffee
• Company Pension
• Employee Discount
• On-site Parking
• On-site Canteen
• Career Development
• Health cash plan available

Day to Day Duties

•  Leading, managing and motivating a team of telephone-based Customer Service Advisor.
•  Support with the recruitment of the customer service team.
•  Write and deliver customer service training to the team.
•  Develop, write and implement the customer service procedures including SLAs and KPIs.
•  Deal with customer complaints, queries and escalations.
•  Development and coaching of the team, including performance management when required.
•  Manage staff rotas ensuring that the department is adequately manned.
•  Offer support to customers via telephone, email and social media channels.

Essential Skills

•  Previous experience as a Customer Service Supervisor or Manager within a similar environment.
•  Confident, with the ability to work under pressure.
•  Able to meet deadlines.

Desirable Experience

•  Sound business knowledge.
•  Excellent communication skills.
•  Experience using Fresh Desk
•  Experience using Digital Genius

What training is provided?

• Systems training will be provided along with a full company assessment - Full training will be provided 'on the job' starting on day one.

Contact

Apply today by clicking below