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Our client, a highly successful organisation home to some of the UK's leading brands, is looking for an experienced Contract Centre Manager to manage a team of up to 20 Customer Service Executives, a team leader and supervisor. The successful candidate will have excellent B2C Customer Service management experience, experience leading and driving a team forward. The individual will strive for customer service excellence through defining, driving and managing the Key Customer Service KPI's to achieve complete customer satisfaction. Salary is up to £50k plus 10% bonus and fantastic benefits. Hybrid role - 3 days in, 2 from home. Duties Responsible for the daily functions of the customer service team, improving customer service procedures, policies and standards for the department and organisation Managing, leading and motivating a team of customer service staff, training staff to deliver a high standard of customer services Understand all interlinked processes within Customer Services, Supply Chain, Transport, Warehouse, Data Management, Sales & Marketing and Finance Managing customer set up, vendor compliance master data, account maintenance, telephone calls, sales orders and queries Effectively handle complaints and highlighted customer service issues and escalate it to the right stakeholders following through to resolution Conducting root cause analysis and provide on-going recommendations and solutions Co-ordinate and manage B2C customer service projects and initiatives Meeting with other managers to discuss improvements to customer service experience and process, taking on the responsibility for the implementation of the agreed improvements Driving team incentive to improve efficiency and maintain engagement Responsible for maintaining appropriate staffing levels to ensure daily and weekly targets are achieved Monitoring and evaluating the performance of the Customer Services Department against KPI's. Increase the effectiveness and efficiency of the department by driving continual process improvements to achieve business goals and maximise customer service deliverables Involvement in staff recruitment and completing staff appraisals Responsible for managing the outsourced contact centre arrangements Skills/Experience 5 years line management experience in a B2C customer service role, preferably call/contact centre. Excellent data entry, analytical and active listening skills Excellent organisational skills, be able to multi-task, prioritise, manage time effectively, problem analysis and problem-solve, decision-making, with attention to detail and accuracy and goal orientated focus Outstanding written and verbal communication skills Excellent management and supervisory skills Excellent knowledge of customer service principles and practices Knowledge of SAP & CRM systems Microsoft Office including Word, Excel (advanced level), Outlook, PowerPoint and Project knowledge Ability to work within a fast paced environment Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training, and skills. If we do not have anything suitable, we will not keep your CV for more than 30 days. As an equal opportunity employer, Bucks and Berks Recruitment is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply.
Exciting Opportunity: Call Centre Sales Manager We are currently recruiting for a Call Centre Sales Manager position on behalf of our esteemed client based in Thurrock. This full-time, permanent role offers a competitive salary of £45,000 bonus per annum. About the Role: As the Call Centre Sales Manager, you will lead and manage the call centre team across key areas including financial performance, service delivery, team management, and operational efficiency. This role is pivotal in upholding our client's company values and driving results through exemplary leadership. Key Responsibilities: Effectively manage call centre performance to meet sales targets and profitability objectives. Lead the team to maximize sales, margins, and additional services. Ensure individual sales targets are met through effective coaching and support. Control variable costs to optimize profitability. Deliver exceptional customer experiences consistently. Implement and oversee sales methodologies such as the Circle of Selling. Resolve customer inquiries and complaints promptly, driving continuous improvement. Oversee recruitment, training, and development of call centre staff. Maintain a safe and compliant working environment. Ensure adherence to health and safety regulations and company policies. Key Skills and Attributes: Lead by example, inspiring and motivating the team to achieve goals. Accountable and results-driven, translating business strategy into actionable objectives. Strong understanding of business functions - Finance, Sales, Marketing, HR, and Operations. Analytical mindset with the ability to make quick decisions in a fast-paced environment. Encourage innovation, creativity, and positive approaches to change. Excellent communication and interpersonal skills. Continuous learner with self-awareness and adaptability. Join Our Team: If you're a dynamic leader with a passion for sales and customer service, we want to hear from you! Apply now for this exciting opportunity to become a Call Centre Sales Manager and be part of our client's journey to success.