Customer Service Call Centre Manager

Salary: £42,000 – £51,000 per year

ROLE: Customer Service Contact Centre Manager

SALARY: £42,000 – £51,000depending on experience £5k comms

LOCATION: Manchester – Hybrid 2 days per week

Role purpose

You will lead an ‘ALL Contact’ triage function with the sole objective of resolving every contact. Your teams will escalate only those customer enquiries that you cannot solve or are adamant are beyond your ability to retain.

You will be working alongside the Operations leadership team and will be responsible for around c.40 employees. You will receive a quarterly bonus, along with free parking and the option to work from home 2 days per week.

Core duties

* Line management of five Team Leaders including call centre and administration functions.

* Daily briefs and monthly department meetings.

* Responsible for achieving core KPIs including:

* Increasing right first time.

* Reducing repeat calls.

* Reducing customer churn.

* Upselling more additional products.

* Generating more customer referrals.

* Answering 80% of calls within 60 seconds.

* Implementing change within a fast-paced environment.

Role requirements

* 2 years’ experience leading a busy contact centre

* Passion for delivering change and enhancing the customer experience

* Proven track record of leveraging technology to simplify processes

* 1 years’ experience within a B2B environment

Benefits

* Negotiable salary depending on experience

* Fun environment with a high-performance culture

* Reward and recognition including 5* holidays for our top performers

* Uncapped commission scheme