![AWD online](https://media.trabajo.org/img/noimg.jpg)
Contact Centre Team Manager
2 weeks ago
Contact Centre Team Managerwho has previous people management and leadership experience, preferably within a busy customer service call centre environment is required to join a team based in Ealing, West London.
SALARY: £42,000 per annum + Generous Benefits (see below)
LOCATION: Ealing, West London (primarily on-site, with some flexibility for hybrid work)
WORKING HOURS: 37.5 Hours per Week
JOB OVERVIEW
We have a fantastic new job opportunity for a Contact Centre Team Managerwho has previous people management and leadership experience, preferably within a busy customer service call centre environment.
Working as the Contact Centre Team Manager you will lead on the delivery of departmental KPI’s through the effective management of Contact Centre Agents.
As the Contact Centre Team Manager you will also drive initiatives to enhance customer satisfaction and reduce customer effort.
DUTIES
Your duties as the Contact Centre Team Manager will include:
- Maximise first contact resolution through effective coaching of agents
- Support the delivery of a quality-focused frontline service across all tenures
- By utilising strategic planning and business insights, identify and implement solutions in the Contact Centre to enhance customer experience, reduce customer effort, and increase first contact resolution
- Take ownership of Contact Centre complaints, ensuring appropriate responses are provided within agreed business and HOS timeframes
- Support the recruitment and selection process of Contact Centre Agents
- Responsible for the operational management of a team of Contact Centre Agents; identifying performance and training gaps; managing agents within the company’s procedures to support the department in providing excellent customer service
- Effectively communicate the departmental vision and objectives to the teams, ensuring they understand and support the overall goals
- Manage and maintain relationships with both external partners and internal business areas, ensuring operational issues are quickly addressed
CANDIDATE REQUIREMENTS
- Educated to GCSE level or equivalent in Maths & English (Grades A*- C)
- People management experience, preferably in a Contact Centre environment
- Experience of training and coaching a team for performance improvement
- Experience / background working in repairs (desirable, not essential)
- Good with reporting and able to analyse data to identify and drive improvements (Excel, PowerBI etc)
- You are energetic, driven, and enthusiastic individual who excels at collaborating and bringing out the best in a team
- Confident communicator with great people skills
BENEFITS
- 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
- Up to 8% contributory pension
- Flexible working
- Investment in your learning and development
- Generous annual allowance of up to £300 to use towards health and lifestyle benefits for both you and your family
- Cycle to Work Scheme whereby employees have access to cycling equipment throughout the year and can pay via monthly salary deductions
The organisation recognises that some people will only apply for a role if they meet 100% of role requirements. If this sounds like you, they’d still encourage you to apply should you not feel you meet the criteria 100%.
APPLY TODAY…
By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.
JOB REF: AWDO-P12331
Full-Time, Permanent Jobs, Careers and Vacancies. Find a new job and work in Ealing, West London. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.
AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.
AWD-IN-SPJ
-
Child Contact Centre Supervisor
1 month ago
Lewisham, Greater London, United Kingdom NRS Child Contact Centre Full timeThe role of a supervised contact facilitator is to observe the interaction between parent(s) and child(ren) under the care of the Local Authority, and private proceedings.As a contact supervisor, you are there to accurately record progress the family are making and to look for evidence of this. In addition to this, you are also looking at how contact is...
-
Child Contact Centre Supervisor
5 days ago
Lewisham, Greater London, United Kingdom NRS Child Contact Centre Full timeThe role of a supervised contact facilitator is to observe the interaction between parent(s) and child(ren) under the care of the Local Authority, and private proceedings.As a contact supervisor, you are there to accurately record progress the family are making and to look for evidence of this. In addition to this, you are also looking at how contact is...
-
Child Contact Supervisor
1 month ago
Lewisham, Greater London, United Kingdom NRS Child Contact Centre Full timeNRS Contact Centre (NRSCC) is a child contact centre based in Lewisham South East London. We are looking to recruit a full time child contact supervisor on a 6 month rolling contract to join our team. NRSCC provides services to local vulnerable children and their families, you would need to be able to support and safeguard the children who attend the...
-
Contact Centre Team Manager
4 days ago
Ealing, West London / Hybrid, United Kingdom a2dominion Full timeContact Centre Team Manager who has previous people management and leadership experience, preferably within a busy customer service call centre environment is required to join our team at A2Dominion based in Ealing, West London. SALARY: £42,000 per annum + Generous Benefits (see below) LOCATION: Ealing, West London (primarily on-site, with some flexibility...
-
Contact Centre Manager
2 months ago
London, United Kingdom Sudale Search & Select Full timeAre you interested in working for a growing department, within a Logistics business? Have you got experience managing a contact centre team? Are you looking for a role where you can work from home 3 days per week? Do you want to work for a company who has excellent reviews and an impeccable reputation? Sudale Search are delighted to be partnering with...
-
Contact Centre Team Leader
3 weeks ago
London, United Kingdom National Portrait Gallery Full time£29,624.00 per annum Full time 40 hours - 5 days per week. 22 months FTC **Role Purpose**: To coordinate the effective operation of the Gallery’s Contact Centre and Reception functions, ensuring the Gallery’s Visitor Experience standards are upheld throughout all communication through the Contact Centre. The Contact Centre Team Leader will have line...
-
Contact Centre Manager"
1 week ago
London, Greater London, United Kingdom Fintelligent Search Full time £40,000Are you an experienced Contact Centre Manager looking for a new challenge? Our client, is looking for a Analytical and Performance Driven Manager to join their team in Manchester City Centre. This company is all about redefining financial inclusion, providing bespoke lending solutions to UK homeowners and challenging traditional norms. As a Contact Centre...
-
Contact Centre Team Leader
2 weeks ago
London, United Kingdom KLEIN HAMILTON EXECUTIVE SEARCH LTD Full timeContact Centre Team Leader, Customer Service, Customer Services Manager, Customer Support Manager, Fixed Term Contract, London **Contact Centre Team Leader** A Contact Centre Team Leader is required by Pogust Goodhead, a unique partnership between British and American lawyers, with particular expertise in group litigation and is currently managing some of...
-
Contact Centre Manager
1 week ago
London, Greater London, United Kingdom CCR Recruitment & Selection Full timeOUTBOUND CONTACT CENTRE MANAGERCentral LondonUp to £70,000 Negotiable, OTE 90k Plus Excellent BenefitsRESPONSIBLE FOR:Lead Generation Teams & New Business SpecialistsGENERAL RESPONSIBILITY:Implement the Business Development process and delivery across the Outbound Contact CentreSPECIFIC RESPONSIBILITIES: The Contact Centre Manager will oversee the daily...
-
Contact Centre Team Leader
3 weeks ago
London, United Kingdom LUK Events Ltd TA LaplandUK Full time**Who are we?** We are most famous for our award-winning event, buried deep in the Crown Estate near Ascot. 17 years ago, Mike & Alison Battle created the event out of their own desire to take their children somewhere that would celebrate the pure, commercially unsullied, magic of Christmas. Now, with the help of Hollywood set-designers, West-End actors and...
-
Contact Centre Team Manager
5 days ago
Ealing, West London / Hybrid, United Kingdom a2dominion Full timeContact Centre Team Manager who has previous people management and leadership experience, preferably within a busy customer service call centre environment is required to join our team at A2Dominion based in Ealing, West London. SALARY: £42,000 per annum + Generous Benefits (see below) LOCATION: Ealing, West London (primarily on-site, with some...
-
Contact Centre Team Leader
2 weeks ago
London, United Kingdom MMP Consultancy Full timeExciting opportunity for a Contact Centre Team Leader to join a local authority based in London. Supporting the Contact Centre Manager, you will be responsible for continuous development, improvement, efficiency and success of the department. Work will include interpreting, and assessing customer needs, identifying trends, generating original ideas and...
-
Contact Centre Team Lead
1 week ago
London, Greater London, United Kingdom Nuffield Health Full timeHEAD OFFICEContact Centre Team Lead - Parkside HospitalContact Centre Team Lead - Parkside HospitalWimbledon, London | Patient Services | Permanent | Full timeCompetitive salary, dependent on experience37.5 hours per weekAre you passionate about customer service? You could join the UK's leading Healthcare Charity. We're recruiting a great individual to lead...
-
Contact Centre Team Leader
2 weeks ago
London, United Kingdom Nuffield Health Parkside Hospital Full time**Contact Centre Team Lead** Wimbledon, London | Patient Services | Permanent | Full time £30,000 - £35,000 per annum 37.5 hours per week Are you passionate about customer service? You could join the UK’s leading Healthcare Charity. We’re recruiting a great individual to lead our friendly, welcoming Contact Centre. If you have strong experience in a...
-
Contact Centre Team Leader
1 week ago
London, Greater London, United Kingdom Bupa Full timeContact Centre Team LeaderCromwell HSK, SW5 0TU£36,000Full Time Hours, 37.5 per weekA bit about usWe're an internationally recognised hospital located in the heart of Kensington, London. At the Cromwell Hospital we're committed to providing the highest quality healthcare for our patients. We're one of the preferred health care providers for leading...
-
Contact Centre Team Leader
1 week ago
London, Greater London, United Kingdom AllSaints Full timeContact Centre Team Leader:London, England, United Kingdom:THE ALLSAINTS TEAMAt AllSaints we are in the business of feelings - making our customers feel cool and confident. If, like us, you believe in the power of a great outfit, we'd love to talk to you.We're a global brand made up of a very diverse mix of talented people in a huge variety of roles. Our...
-
Contact Centre Team Leader
4 weeks ago
London, United Kingdom Customer Management Resourcing (CMR) Full time**Contact Centre Team Leader** **Stratford, London.** **£50,000 per annum.** Our client is a regulatory body working within the financial services industry. They are looking to hire a new Team Leader to join their diverse team! We are looking for someone who has a proven track record in coaching and nurturing a team, as well as managing projects. **What...
-
Contact Centre Manager
3 months ago
Westminster, Greater London, United Kingdom Aatom Recruitment Full timeWorking on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Contact Centre Manager on a 3 months contract with a possibility of further extension. Main accountabilities: Be responsible and accountable for the day-to-day delivery to enable the team to operate effectively and consistently deliver a first-class quality customer...
-
Contact Centre Manager
4 weeks ago
Westminster, Greater London, United Kingdom Aatom Recruitment Full timeWorking on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Contact Centre Manager on a 3 months contract with a possibility of further extension. Main accountabilities: Be responsible and accountable for the day-to-day delivery to enable the team to operate effectively and consistently deliver a first-class quality customer...
-
Contact Centre Manager
4 weeks ago
Westminster, Greater London, United Kingdom Aatom Recruitment Full timeWorking on behalf of a Local Authority, Aatom Recruitment has a new opportunity for a Contact Centre Manager on a 3 months contract with a possibility of further extension. Main accountabilities: Be responsible and accountable for the day-to-day delivery to enable the team to operate effectively and consistently deliver a first-class quality customer...