Contact Centre

2 weeks ago


Manchester, United Kingdom Page Personnel Secretarial & Business Support Full time
Overall responsibility for the day-to-day running of the Customer Service team, ensuring the departmental objectives are met

Client Details
A well know client with in the Leisure and Tourism industry.

Description
As a Contact Centre Manager (Customer Service), your responsibilities will include:

  • Identifying opportunities to reduce customer contacts with improvements to our processes and the customer journey, based on customer feedback and other data
  • Enabling the team to be customer centric and deliver a memorable customer experience, integrating our clients personality and perks into customer interactions to increase customer satisfaction, retention and loyalty
  • Analysing and reporting on departmental data to key stakeholders
  • Resolving any escalated issues and high risk complaints sent via the Senior Management Team, taking ownership of customer issues and seeing problems through to resolution
  • Ownership of recruitment, monthly rotas and payroll, as well as supporting with any escalated employee relation issues
  • Working alongside the other departmental Contact Centre Managers to ensure we are working collectively towards the wider business goals

Profile

Skills, knowledge and experience

  • Previous experience of working in the travel industry or within a Contact Centre environment in a similar role
  • Ability to lead a team and develop others
  • Analytical, innovative thinker who can drive customer satisfaction, productivity and make improvements to the customer journey
  • Ability to influence others, including at a senior level
  • Strong verbal and written communication skills
  • Ability to deliver service delivery guidelines
  • Results focused and committed to the values surrounding outstanding service delivery through effective people management
  • A passion and commitment for delivering improvements to the customer experience

Job Offer
Great Company Benefits

Flexible Working

Competitive Salary

Great Office Location and Environment

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