Contact Centre Manager

Role: Contact Centre Manager

Salary: Up to £70,000 DOE + benefits

Location: Littlehampton hybrid (3 days office 2 days at home)

Hours: Mon-Fri between 8am-6pm

The purpose of this Call Centre Manager role is to lead the customer service department to ensure KPIs are achieved and to embed a culture of high performing teams delivering an unrivalled customer experience. Leading a Contact Centre customer service team of 100FTE, based in Littlehampton.

Do you have experience leading a fast paced Contact Centre customer service team?

Are you an inspirational and engaging leader with a genuine passion for driving success through customer service?

Have you experience embedding a positive culture into Contact Centre teams?

Duties of the Contact Centre Manager:

• You will be leading a 100FTE multi channel Contact Centre
• Ensuring the teams are focused on customer retentions and upsells whist providing excellent customer service
• Drive the success of your team which services customers and clients, optimises upsell cross sell and retention
• Lead change management activity to deliver key projects to improve the team and customer experience

• Provide Team Leaders with the framework from within to manage and deliver operational excellence in their teams
• Provides leadership, development and coaching of Customer Service Leaders to maximise their personal contribution & potential

• Ensure the team are empowered, skilled and motivated to deliver excellent quality and productivity as evidenced through best in class engagement metrics
• Create a continuous learning environment providing clearly defined career paths within Customer Service with a focus on development

Experience needed for this Contact Centre Manager role:

• Proven success in running a high performing volume output multi-channel Contact Centre at a Senior level (+100 FTE)
• An inspirational and engaging leader with a genuine passion for driving success through customer service
• Continuous Improvement strategy
• Strong People Management, Development, and Engagement experience
• Analytical and results driven with an ability to optimise resource to drive productivity/efficiencies Agile, flexible, and adaptable
• Tech savvy; previous experience with IT and Contact Centre platform
• Strategic and Commercial awareness

Please follow the link to apply for this Contact Centre Manager role based in Littlehampton.