We are seeking a dedicated and experienced Contact Centre Manager to lead our clients customer service team. The ideal candidate will have a strong background in managing customer service teams, with a focus on delivering excellent customer satisfaction.
Client Details
Our client is a not-for-profit organisation that is committed to improving lives and communities in the Manchester area. With a contact centre seating around 50 employees, this organisation is known for its commitment to providing high quality services and its dedication to improving the lives of its members.
Description
This excellent role will lead the contact centre operation for a period around 6 months.
- Manage and motivate a customer service team to deliver exceptional customer service.
- Monitor and analyse customer service performance metrics.
- Develop and implement customer service strategies.
- Handle complex and escalated customer service issues.
- Coordinate with other departments to ensure consistency and efficiency in customer service delivery.
- Conduct regular training sessions for customer service staff to improve skills and knowledge.
- Promote a positive and customer-centric culture within the team.
- Comply with all regulations and standards in the not-for-profit and charities industry.
Profile
A successful Contact Centre Manager should have:
- Proven experience in a managerial role within a contact centre.
- Experience managing planning, quality and team leaders in a similar scale operation (50 seats)
- Strong knowledge of customer service procedures and practices.
- Excellent leadership and team management skills.
- Strong communication and interpersonal skills.
- Ability to handle high-stress situations and make informed decisions.
- Proficiency in relevant computer applications and software.
Job Offer
- A competitive salary range of £49,500 - £55,000 per annum.
- Hybrid working
- The opportunity to work within a dedicated and passionate team.
- A supportive and inclusive culture.
- The chance to make a real difference in the Manchester community.
- Full-time, fixed-term contract.
If you are a dedicated professional with a passion for delivering excellent customer service, we invite you to apply for the Contact Centre Manager position in our not-for-profit organisation in Manchester.