Contact Centre Manager

Job Title: Contact Centre Manager
Hours: Full time - Monday to Friday
Type: Fixed term for 12 months covering Maternity
Location: Southwark, SE1
Salary : 50,000 Per annum
Our client are looking for a Contact Centre Manager to manage all aspect of the Contact Centre's daily operation and service delivery covering maternity for 12 months managing a team of up to 25 people, you will be pivotal in the overall performance and success of the Customer Experience team
You will:

• Ensure enquiries from all access channels -calls, email, web portal chatbot and social media are handled and responded to in a timely manner, and in line with our corporate objectives
• Be maintaining wait time within the proposed target, delighting customers by offering a first-class service, adhering to Wandles' service offer
• Be working with team leaders monitoring calls to assess and improve the quality of staff performance
• Develop Contact Centre academy to centre of excellence.
• Be managing poor performance
• Develop a culture of resolutions at the first point of contact including complaints handling
• Be tracking user feedback, key performance indices and other statistics
• Prepare reports and where appropriate making presentations as required
• Be working across the organisation to reduce avoidable contact, collaboratively resolving customers enquiries by taking ownership
• Be taking responsibility and championing use of all systems including the CRM system (Dynamics) for the frontline and wider organisation
• Be communicating service goals so that Contact Centre staff understand their role
• Role modelling values and create a positive working culture
• Be setting and meeting performance targets and carrying out periodic 121 and appraisals
• Be recruiting and maintaining staffing level to the agreed establishment
• Be responsible for training and development of staff, ensuring well rounded knowledge of all frontline service
• Be working closely with all stakeholders including IT, telephony service provider, Mears, K&T and other contractors in ensuring operation readiness

What you will need to have:

• Proven supervisory experience in the call centre industry, preferably within Social Housing
• Proven mentoring, coaching, motivating skills and staff upskilling
• Proven experience in introducing a continuous improvement culture, customer satisfaction, putting the customer at the heart of what we do
• Excellent communication skills - oral and written skills, people management, innovation, and problem-solving skills
• Strong organisational, planning, and analytical skills
• Excellent knowledge of MS Office, especially 'Excel' and ILM in Management
• Good knowledge of the Contact Centre, processes, and industry trends

If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Ryan at Service Care Solutions on (phone number removed) or send an E-Mail to (url removed)