Contact Centre Manager

Posted 1 day 16 hours ago by Michael Page (UK)

Permanent
Not Specified
Other
Yorkshire, Bradford, United Kingdom, BD1 1
Job Description
  • Contact Centre Manager
  • Bradford / Hybrid Working

About Our Client

Page Group are working with a key client on the appointment of 2 Contact Centre Manager roles based at their offices in the Leeds / Bradford area. Both roles will be pivotal in achieving their customer pledge and will support wider business objectives.

Job Description

  • Lead, motivate and inspire a 60fte multi-channel contact centre function supporting both B2B & B2C customers.
  • Provide direct reports (x6 Team Leaders) with guidance, support and feedback to deliver day-to-day performance against business objectives.
  • Take ownership of escalated customer issues where required.
  • Identify areas for improvement and change across the contact centre that will improve customer satisfaction and customer journey.
  • Create and foster strong working relationships with key stakeholders both internally and externally.
  • Ensure customer contacts meet quality and regulatory requirements in line with regulations and business frameworks.
  • Undertake root cause analysis around customer issues to reduce repeat issues occurring.
  • Adopt new contact channels and technologies where required in line with customer demand.
  • Implement and drive KPIs within the contact centre to support business-wide objectives.

The Successful Applicant

  • Experience leading a contact centre function.
  • Knowledge on contact centre channels and technologies.
  • Passion for delivering excellent customer service.
  • Strong people management skills.
  • Ability to build strong working relationships.

What's on Offer

Our client is looking to appoint 2 Contact Centre Managers at their offices in the Bradford / Leeds area.

Working 37.5 hours across Monday to Friday (core hours).

Salary on offer of £57,000 to £60,000 plus:

  • Up to 10% bonus.
  • Private healthcare.
  • Up to 12% employer contribution pension.
  • 25 days holidays plus Bank Holidays.
  • x4 life assurance.

Please note - The role offers flexible hybrid working with an expectation to be in the office 3 days per week.