Outbound Customer Contact Centre Manager

3 weeks ago

Birmingham, United Kingdom Marston Holdings Full time
Outbound Customer Service Manager – Remote Working

Marston Holdings is seeking an Outbound Contact Centre Manager to join their team. If you have managerial experience in customer service and excel at leading teams to success, this role could be the perfect fit for you. Your impact will be crucial in the operational delivery of the contact centre, ensuring Team Leaders and Customer Service Agents are set up for success

This is a full time, permeant position offering remote working

The ideal candidate will have a background in the enforcement industry, a track record of surpassing targets, and a strong grasp of Taking Control of Goods regulations and relevant industry standards

What you will be doing:

Ensuring a consistent approach is delivered across the Outbound Contact Centre

Setting up, manage and drive profitability through outbound contact centre activity

Delivering SLA requirements at both department and client level

Performance manage the teams within the Outbound Contact Centre to achieve client and company budgeted targets

Use IT systems effectively for reporting, recording and analysing information

Providing effective management of the staff, promoting and sustaining a work culture that motivates the department and ensures that the group values are demonstrated

Conducting all performance reviews and annual staff appraisals in accordance with company procedure in the agreed timescales and have supporting signed documentary evidence for inspection on demand

Analysing productivity and quality trends by reporting and proactively act upon these trends by implementing team-based action plans

Identifying cost savings, report, and implement new ideas/innovations to save money

Completing all commission payments with payroll in a timely manner

What you will get in return:

Remote working

27 days annual leave + bank holidays

Health Cash Plan

Staff benefits designed to suit you - from discounts on high street and online shopping to travel, socialising and wellbeing

Enhanced Maternity and Paternity Package NB subject to eligibility criteria

Pension Scheme

Marston Holdings Limited is a parent company formed of eight brand entities that each specialise in key areas of our overarching business. In a nutshell, we are the UK's largest judicial services company and pioneers in clean air technology, offering services that support local and central government, utilities, and private sectors through the delivery of market leading integrated technology-enabled solutions from design and implementation to management and recovery

New starters will be subject to clearance through the Disclosure and Barring Service and a County Court Judgment check. In addition, the post holder is expected to keep the Company updated if their personal circumstances change

We are an equal opportunity employer, which means we will consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we are committed to creating an inclusive environment for all employees

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