Contact Centre Manager

Description 

We are hiring for a Contact Centre Manager to join our Customer Experience Team at our Head Office. Being part of the senior leadership in the Contact centre, reporting into the Head of Contact Centre, you’ll be responsible for several Team Managers charged with leading our Advisors to provide an exceptional Customer Experience. You’ll get the opportunity to work across numerous industry leading brands and be part of our mission to Defy Ordinary in the retail sector. This is a crucial role in the department that will require strong leadership skills and experience.

Why Footasylum?
We’ve been on a journey, growing significantly over the last few years. Over 90% of our customers would recommend us to their friends or family and we have a score of 4.3 on Trustpilot. Customers love us and that is largely down to the work our teams put in to make their experience the best we can.

About You
- You’ve led departments, or are ready for that next step, and understand the importance of Customers to a business’ success.
- You have strong coaching and leadership skills.
- Operational excellence is something you deliver, being able to balance customer satisfaction with operational efficiencies.
- You are used to implementing and working through change in a fast-paced business.

Diversity
We recognise and value the importance of diversity to help make sure we have lots of different perspectives when we are providing services to our colleagues and customers. We know that this will help us build a great service, which our customers will love. This great news for our business. Diversity for us is also, importantly, about building happy teams full of people that want to learn and want to be inspired by each other and our different experiences.

Recruitment Process
The interview will be a two-stage process. The first will be a competency-based interview with the Head of Contact Centre. The second stage will be task-based with the Head of Contact Centre and Director of Customer Experience.