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Contact Centre Manager

2 months ago

Poole, United Kingdom Aspire Jobs Full time
Location: Poole
Salary: to £50k OTE
Benefits: 30 days hols (inc bank hols), pension, health cash plan, mental health support, wellbeing dog, simply rewards, car benefit scheme, life assurance, paid annual flu jabs, discounts on services and products, local hospitality and leisure discounts, cycle to work scheme, refer a friend, career development, social events
Hours: 42.5 hours per week, Monday-Friday
Aspire Jobs are delighted to be working exclusively with our client who are a luxury brand with locations across Dorset and Somerset.
They are now looking for a Contact Centre Manager to join their central support team based at their Head Office. Managing a small customer service team of 4 this is the perfect chance for a passionate professional looking for a contact centre/customer services position where you can deliver exceptional service to high-end clients for an established Premium Brand.
Please note that this is not based in a traditional call centre
The successful contact centre manager will:-
* Have previous CRM/Contact centre mgmt or customer service leadership experience from B2C and B2B
* Have experience of managing and leading a small team which will grow
* Strong problem-solving skills
* Be highly organised
* Have good conflict resolution experience
* Be happy to work in a day-to-day management role
* Be professional with strong communication skills both verbally and face to face as well as digitally
* Be superbly well presented
The role will see you leading a small but growing team to deliver aftersales bookings and sales leads to the business, whilst maintaining the highest levels of customer experience.
Job Responsibilities:
* Lead CRM team to deliver aftersales bookings and sales leads to the business.
* Direct team contact plans and support efficient workloads.
* Ensure the highest level of customer experience is offered to customers through the booking process, including supporting booking advisors with, or personally taking on complex customer issues.
* Liaise with Head of Business, after sales Manager, and other senior colleagues to handle customer booking escalations.
* Understand all internal and manufacturer KPIs, maximising earnings from bookings and achieving external bonuses.
* Compile monthly and quarterly team results and bonus/commission payments.
* Manage relationship with CRM agency and data providers, developing opportunities to improve data usage and automated customer journey.
* Champion database management, developing and running reports to monitor accuracy and identifying improvements.
* Continually refresh your own knowledge, to ensure that all work and all processes remain relevant, legal and compliant, from both an efficiency and compliance perspective