Customer Support Centre Operations Manager
Closing Date: 14th AugustYou'll be responsible for leading a group of Team Leaders within the Customer Support Centre, leading performance through a team of c10 direct reports and indirect reporting relationships of c450 Team members. The role is responsible for driving operational excellence, efficiencies and a world class customer service experience.This is a full time 5-month secondment/fixed term comntract to support us during our busiest time of the year
About the role
- Managing the performance of the operation through 1:1s, coaching and holding to account Team Leaders
- Driving operational excellence, efficiencies and a world class customer experience
- Dealing with ad-hoc issues as they arise and providing advice to Team Leaders in real-time
- Ownership of the CSC performance metrics; constantly striving for improvements
- Responsible for all team member behaviours - conducting disciplinary and appeal meetings where necessary
- Role models people leadership, developing great talent, creating a culture of learning to attract and retain the best people
- Provides clear leadership and direction for all direct team members, providing them with regular feedback, development and training alongside working with training team to identify areas for improvement and skill gaps across the entire operation
To find out more about our Customer Support Centre,
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What you'll need to have
- Strong leadership and interpersonal skills
- Excellent people development skills
- An excellent understanding of a contact centre operation; the ways to manage in this environment, the metrics and measures
- Great attention to detail
- Strong written and verbal communication skills
- A clear focus on the customer and an understanding of customers' needs
It would be great if you also have
- The ability to work under pressure, at a fast pace and make difficult decisions
- Logical, innovative and reasoned ways of thinking
Our benefits
- Boots Retirement Savings Plan
- Generous employee discount plus enhanced discounts for Boots brands, Boots Opticians and Boots Hearingcare
- Excellent onsite facilities including staff shop, opticians (including free eye tests for team members), gym, cafeteria, and outdoor seating spaces
We have a great range of benefits in addition to the above that go beyond salary and offer flexibility to suit you;
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to view our full list of company benefits (all rewards and benefits are subject to change and eligibility).
Why Boots
We're always looking for people who care; people who go the extra mile to change things for the better. You'll be joining a company that is evolving and always looking to improve. We foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. As the heart of everything we do at Boots, it's with you, we can change for the better. To find out more about life and careers at Boots,
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What's Next
If your application is successful, our in-house recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion you will be notified by email. If you have any questions about this vacancy, please contact [email protected] are always open to discussing possible flexible working options and what this may look like for you, including job share and reduced hours. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to enable you to be at your best. This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable groups) or an Access NI Check.Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.