Contact Centre Shift Manager

2 weeks ago

Bristol, United Kingdom Computershare Full time
Location: Bristol (Hybrid)

This is a hybrid position based in Bristol. We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires two days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working .

We give you a world of potential

We’re offering an exciting new opportunity for an energetic, dynamic, customer-focussed people leader to join the 24/7 Contact Centre team. You will lead a team of highly motivated customer service professionals, striving to develop and empower them to deliver world class customer service while balancing client service demands in our Centre of Excellence.

As the Shift Manager, you will act as a key Point of Contact within the Contact Centres and will be responsible for the monitoring and delivery of SLA’s, along with being a liaison for key Stakeholders across multiple Business Lines and Regions.

You will be responsible for providing support to our Front office Client teams, supporting the implementation of business-driven initiatives, along with identifying and developing opportunities for continuous improvement throughout the Contact Centres.

As part of the Contact Centre Leadership team you will be responsible for the management of a group of Contact Centre Team Leaders, which will include embedding Computershare’s purple culture within their team, driving employee engagement along with championing learning and development opportunities.

A role you will love

You will take full responsibility for your team’s contribution towards the success of the Contact Centres operational and service delivery goals; delivering excellent customer service whilst achieving client service level criteria, management and development of your team members, ensuring high quality assurance scoring and compliance with regulatory requirements.

As the Shift Manager, you will be responsible for analysing data to identify and develop opportunities for continuous improvement and follow through to fulfilment throughout the Contact Centres to increase both client and customer satisfaction.

Other key responsibilities include:

Actively manage, coach, and provide development plans for all team members, resolving performance issues promptly and provide motivation that encourages all team members to deliver to their full potential
Ensure our ‘Being Purple’ framework is in use as a development and motivational tool
Effective handling of escalated customer and client queries, seeking to resolve these quickly and with the best resolution possible for all parties.
Effective management of the running of the Customer Service Team in accordance with Computershare policies, including performance against KPI’s.

Working 35 hours per week, shifts will be between Sunday and Friday, starting between 6pm & 9pm. Start time can be flexible to meet business needs.

What will you bring to the role?

A strong understanding of an Operations/Contact Centre environment is very important, along with previous management experience to manage a multi-skilled high-volume Customer Service Team.

You will be able and efficient in prioritising workloads, have meticulous attention to detail and have a passion for working with others to achieve business objectives, using creative solutions to drive positive change to enhance the customer experience.

You’ll also need:

Strong Leadership skills
Operational knowledge
Stakeholder Management
Flexibility, adaptability to manage under pressure.
Change Management
Decision Making skills
Planning and Organising skills
Customer focussed with a strong desire to deliver exceptional customer service
Wider Contact Centre Industry knowledge is desirable.
Previous experience, coaching and mentoring a team of Contact Centre agents.

Rewards designed for you

Flexible work to help you find the best balance between work and lifestyle.

Health and wellbeing rewards that can be tailored to support you and your family.

Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.

Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future.

And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our handbook will help you find out more about our rewards and life at Computershare, visit computershare.com/careers-handbook

  • Contact Centre Shift Manager

    6 days ago

    Bristol, United Kingdom Computershare Full time

    Location: Bristol (Hybrid) This is a hybrid position based in Bristol. We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires two days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working . We’re offering an exciting new...

  • Contact Centre Shift Manager

    6 days ago

    Bristol, United Kingdom Computershare Full time

    Location: Bristol (Hybrid) This is a hybrid position based in Bristol. We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires two days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working . We give you a world of...

  • Contact Centre Shift Manager

    2 weeks ago

    Bristol, United Kingdom Computershare Full time

    Location: Bristol (Hybrid) This is a hybrid position based in Bristol. We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires two days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working . We give you a world of...

  • Contact Centre Shift Manager

    3 days ago

    Bristol, United Kingdom Sports Technology Awards Group Full time

    Location: Bristol (Hybrid) This is a hybrid position based in Bristol. We’re committed to your flexibility and wellbeing and our hybrid strategy currently requires two days a week in the office, giving you the option to work remotely for some of your working week. Find out more about our culture of flexible working . We give you a world of potential ...

  • Contact Centre Advisor

    4 weeks ago

    Bristol, United Kingdom Affinity Search and Selection Limited Full time

    **Role: Customer Service Advisor** **Salary: £20,000 + OTE (Uncappped)** **Location: Bristol** **(Office based)** Our client based in Bristol is currently looking for a Customer Service Advisor to join their busy team. The role of Customer Service Advisor is to receive telephone calls from customers regarding their service bookings and make outbound calls...

  • Contact Centre Advisor

    4 weeks ago

    Bristol, United Kingdom Affinity Search Full time

    **Role: Customer Service Advisor** **Salary: £20,700 + OTE (Uncappped)** **Location: Bristol** **(Office based)** Our client based in Bristol is currently looking for a Customer Service Advisor to join their busy team. The role of Customer Service Advisor is to receive telephone calls from customers regarding their service bookings and make outbound calls...

  • Business Centre Maintenance Operative

    4 weeks ago

    Bristol, United Kingdom Orchard Street Business Centre Full time

    An independent and long established Business Centre within seven Grade 2* listed houses in central Bristol (BS1) requires a friendly, flexible person to fulfil the role of Business Centre Maintenance Person, on a permanent, full time basis. **Main Responsibilities**: **Security** Daily unlocking + locking up of the Business Centre, ensuring that all doors...

  • Centre Manager

    4 weeks ago

    Bristol, Bristol, United Kingdom University of Bristol Full time

    The roleWe have a unique opportunity to join our team in the Quantum Engineering Technology Labs (QET Labs) Research Centre within the Bristol Quantum Information Institute, as the Centre Manager.This crucial role involves working closely with academics and researchers, and leading a well-established team of professional support staff to deliver a programme...

  • Call Centre Agent

    4 weeks ago

    Bristol, United Kingdom J11247 Full time

    Our client based in Bristol is looking to recruit full-time Call centre agents.They are the leading outsourced customer contact centre based in Bristol. Working hours: Full-time and Part-time available including weekends - Shifts are between 8am-10pm on rotation basis - 40 hours weekly. Training - full paid training provided As the first point of contact...

  • Centre Manager

    2 weeks ago

    Bristol, United Kingdom University of Bristol Full time

    The role We have a unique opportunity to join our team in the Quantum Engineering Technology Labs (QET Labs) Research Centre within the Bristol Quantum Information Institute , as the Centre Manager. This crucial role involves working closely with academics and researchers, and leading a well-established team of professional support staff to deliver a...

  • Centre Administrator

    1 month ago

    Bristol, United Kingdom Talentia Group Full time

    **Job Title: Centre Administrator - £12,285 - £16,504 pro rata (£20,475 - £27,506 FTE)** A charitable organisation based in St Pauls, Bristol is looking for a highly capable Senior Administrator to join their team on a part-time basis. Part time hours: 21 per week (additional hours may be required on an as-needed basis and flexible working...

  • Bristol Operations Centre Operator

    4 weeks ago

    Bristol, United Kingdom Bristol City Council Full time

    **2x Permanent,** **Full Time on a day shift working a 2,2,3 12 hour Shift Pattern - from 07:30am - 19:30pm.** **Week 1: Monday, Tuesday, Friday, Saturday Sunday,** **Week 2: Wednesday Thursday, shift pattern, from 07:30am - 19:30pm.** **1x Fixed Term -6 months: Day Shift: 2/2/3 shift pattern. 07:30am-19:30pm. 1 hour unpaid break.** **Week 1: Monday,...

  • Centre Manager in Training

    5 days ago

    Bristol, United Kingdom University of Bristol Full time

    This crucial role involves working closely with academics and researchers, and leading a well-established team of professional support staff to deliver a programme of activities that supports the development of world-changing quantum technologies, and trains the academic and industry leaders of the future. The role is highly-varied, forms a vital part of the...

  • Casual Employee

    4 weeks ago

    Bristol, United Kingdom MX Community centre, St Pauls, Bristol Full time

    Job Requirements: - Provide an on-site presence when required. - Cover shifts at short notice. Including evenings and weekends. - Ensure a welcoming and supportive environment for service users of the Malcolm X Community Centre - Open and close the building, following all security procedures - when on site act as a nominated keyholder and point of contact...

  • Call Centre Advisor

    1 month ago

    Bristol, United Kingdom Interaction Recruitment Full time

    **Reference** 421990 **Salary** £13 - £13/hour **Job Location**: - United Kingdom - England - South West England - Bristol - Bristol **Job Type** Temporary **Posted** 16 May 2023 **Customer Service Advisor - Sales and Service** **£13 per hour** **Monday to Friday 8am-7pm, Saturday and Sunday 9am-5pm (you will only work 5 shifts per week, 8 hours...

  • Security Officer

    1 month ago

    Bristol, United Kingdom Savills Full time

    **Purpose of the Role** As a security Officer at Clifton Down Shopping Centre you will play an integral role in ensuring that consistently high standards of security, safety and customer service are delivered at all times to visitors, colleagues, retailers and visiting contractors.You will assist with the smooth running of the shopping centre and assist in...

  • Security Officer

    4 weeks ago

    Bristol, United Kingdom Savills Management Resources Full time

    **Purpose of the Role** As a security Officer at Clifton Down Shopping Centre you will play an integral role in ensuring that consistently high standards of security, safety and customer service are delivered at all times to visitors, colleagues, retailers and visiting contractors. You will assist with the smooth running of the shopping centre and assist in...

  • Sports Centre Assistant

    6 days ago

    Bristol, United Kingdom Bristol Grammar School, Bristol Full time

    Bristol Grammar School is seeking a Sports Centre Assistant to start from September 2023. They will act as the main point of contact for customers using the sports centre on the main school site, and to supervise the appropriate use of the facilities to ensure a smooth and efficient operation. The role will involve lone working. **Job Type**:...

  • Parts Supply Centre Manager

    1 month ago

    Bristol, United Kingdom Andy Norman Associates Full time

    Motor Industry Parts Supply Centre Manager required for our Clients large motor industry parts supply business. This business involves a large parts stock holding and parts delivery set up based in the Bristol area of North Somerset. We are looking for candidates with EITHER an existing motor industry parts management background whether it is manufacturer or...

  • Centre Assistant

    1 month ago

    Bristol, United Kingdom University of Bristol Full time

    **The role**: Roles include Customer supervision, Cleaning of Changing rooms and other areas, setting up and down sports equipment, and assisting other areas of the centre’s operation including, reception, grounds team and bar and catering among others, creating a brilliant sports environment. Applicants will need to be customer focused and have a positive...