Call Centre Manager

Salary: £60,000 – £72,000 per year

Call Centre Manager – Operational Customer Experience

Location: Home based (ideally Midlands) with UK Coverage

Salary: £60,000 – £72,000 + excellent benefits including bonus & car allowance

The Customer Experience Team at our brand leading client are looking to recruit an engaging and proactive Operational Customer Experience Manager.

The role of the Operational Customer Experience Manager whilst customer focused, lies strongly within the operations side of the business. Reporting to the Head of Customer Experience, this role will be responsible for leading a team of eight Customer Service Team leaders based within their operational customer service centres throughout the UK. Each of these Team Leaders has a team of ten so your overall headcount responsibility will be 88.

This role will identify data trends, service development points, resolution outcomes and drive lean efficiencies to continually evolve the team and the end customer experience. The Operational Customer Experience Manager will embed and deliver processes to support the Head of Customer Experience in the creation and delivery of the strategic plan and ultimately delivering our key aim of a first-class customer experience for all.

Coaching and developing a positive customer experience culture through developing engaging team events and the introduction of KPI’s SLA’s etc

The role:

Leading, coaching and developing of the operational customer service team with full accountability for individual and team performance, working in collaboration with all other business functions to consistently deliver first class customer experience

Use Data Trends, KPI’s and SLA’s to continually evolve the team performance and end user experience

Develop and drive lean efficiencies to identify and manage continuous improvement

Work with the head of Customer Experience to create and deliver strategic plans

Work with the Resourcing team to recruit, train and coach new candidates into the Customer experience team

Full commitment to Health and Safety, and engendering a culture within the teams that is reflective of this

Use commercial knowledge to drive strategies for growth and work closely with the sales team to drive a leading customer experience

Evolve an innovation culture where the team are encouraged to share ideas and know that these will be responded to and acted upon

Act as an Operational Customer Experience SME, Working across all business functions

Foresee market changes, dynamism in customer expectations and strategy to guide the Operational team to live up to those expectations in the fast-evolving digital world.

The person:

Degree educated, or equivalent

Proven customer service / call centre leader with strong commercial and technical knowledge

Call Centre management experience gained within the Utilities or Energy sector

Experience of engaging, coaching and developing a large team

Demonstrable experience of delivering end-to-end, first-class customer experience based on people, process, technology

Proven experience managing multi-site customer service teams to provide the most inspiring and cost-effective management

Proven experience in setting, driving and leading business and commercial performance targets including KPI’s and SLA’s

Strategic experience including initiatives for growth, commercial frameworks, and customer opportunities, re-contracting and risks

Experience of recruiting, training, coaching and leading high-performance teams, with an emphasis on recognising achievements and acknowledging successes

Experience of working with a commitment to health and safety and engender a culture reflective of this

Experience of utilizing and analysing data and insights to deliver tangible results and data driven solutions

Full UK driving license and a willingness to travel to sites throughout the UK

Experience of SAP would be desirable

To apply please email your CV, or call for more details