Contact Centre Shift Manager

4 weeks 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

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 #J-18808-Ljbffr

  • Contact Centre Shift Manager

    4 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’re offering an exciting new...

  • Contact Centre Shift Manager

    3 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 potentialWe’re...

  • Contact Centre Shift Manager

    1 month 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 potentialWe’re...

  • Contact Centre Shift Manager

    3 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 Trainer

    7 days ago

    Bristol, United Kingdom CCA Recruitment Full time

    **Role: Contact Centre Trainer** **Location: Bristol City Centre - Hybrid working available 1-2 days** **Contract: Permanent** **Salary: Up to £30,000 DOE + bonus + benefits** **Hours: Full time, 37.5 per week** **Shifts: Mon-Fri between 8am-6pm** A Bristol based client are currently recruiting for an experienced Contact Centre Trainer to deliver...

  • Contact Centre Agent

    2 weeks ago

    Bristol, United Kingdom Pear Tree Recruitment Full time

    £23,000 - £26,000 p/a DOE Permanent Do you want to work for a hugely successful and award-winning company that will genuinely support you in your career development? Do you love working with customers? We are proud to be partnering a FTSE 100 company and the UK’s #1 investment platform for private investors. Our client is now looking for great people...

  • Contact Centre Team Manager

    2 weeks ago

    Bristol, United Kingdom RAC Full time

    Do you know how to manage and lead a successful team of colleagues to  meet and exceed targets ? You could be the next Team Manager to join us at RAC! As a  Renewals and Retention Team Manager  operating in our onsite contact centre, you’ll lead a team of multi skilled specialists across inbound and outbound channels to help our 2 million members...

  • Contact Centre Advisor

    3 weeks ago

    Bristol, United Kingdom Unite Students Full time

    Working Hours and Shift Pattern; 5 x 8 hour shifts a week (37.5 paid hours) Mon - Sun (1 in every 4 weekends, Sat & Sun) Rota between 8am - 8pm Purpose of the Job: Our Contact Centre is a vital part of central operations within Unite Students. We provide a 24/7 service to our students and employees, handling webchat, social media, phone and...

  • Contact Centre Advisor

    7 days ago

    Bristol, United Kingdom Unite Students Full time

    Working Hours and Shift Pattern; 5 x 8 hour shifts a week (37.5 paid hours) Mon - Sun (1 in every 4 weekends, Sat & Sun) Rota between 8am - 8pm Purpose of the Job: Our Contact Centre is a vital part of central operations within Unite Students. We provide a 24/7 service to our students and employees, handling webchat, social media, phone and...

  • Contact Centre Advisor

    3 days ago

    Bristol, United Kingdom Serco Plc Full time

    Contact Centre Advisor – Health Assessment Advisory Services Office Based, 5 days in Bristol Office Full Time, Permanent, £24,000 + Benefits 37.5 hours worked on a range of shift patterns covering 8am-8pm Monday- Friday and every other Saturday covering 9am-5pm. Here at Serco, we deliver health assessments that help determine eligibility for benefits...

  • Contact Centre Advisor

    3 days ago

    Bristol, United Kingdom Serco Plc Full time

    Contact Centre Advisor – Health Assessment Advisory Services Office Based, 5 days in Bristol Office Full Time, Permanent, £24,000 + Benefits 37.5 hours worked on a range of shift patterns covering 8am-8pm Monday- Friday and every other Saturday covering 9am-5pm. Here at Serco, we deliver health assessments that help determine eligibility for benefits...

  • Contact Centre Advisor

    2 months ago

    Bristol, United Kingdom Unite Students Full time

    **Contact Centre Advisor** **Location**:Bristol - Head Office **Hours and shifts**:4 on, 4 off, rota pattern consisting of 12 hour shifts between 7am and 10pm. Some night working will be required between 8pm and 8am.*** **Salary**:£24,750 per annum, plus bonus and benefits **The Role** Our Contact Centre is a vital part of service delivery at Unite...

  • Contact Centre Advisor

    1 month ago

    Bristol, United Kingdom Unite Students Full time

    **Contact Centre Advisor** **Location**:Bristol - Head Office **Hours and shifts**:4 on, 4 off, rota pattern consisting of 12 hour shifts between 7am and 10pm. Some night working will be required between 8pm and 8am. **Salary**:£24,750 per annum, plus bonus and benefits **The Role** Our Contact Centre is a vital part of service delivery at Unite...

  • Contact Centre Advisor

    1 month ago

    Bristol, United Kingdom Unite Students Full time

    **Contact Centre Advisor** **Location**: Bristol Head office **Hours and Shifts**:Monday - Friday (occasional weekends & bank holidays in busy periods),7.5 hours a day between 8am - 8pm (rotating shift pattern) **Salary**:£22,500 **The Role** Our Contact Centre is a vital part of service delivery at Unite Students. As an Advisor, you'll be an essential...

  • Contact Centre Advisor

    1 month ago

    Bristol, United Kingdom Unite Students Full time

    ** Contact Centre Advisor **Location**: Bristol Head office **Hours and Shifts**:Monday - Friday (occasional weekends & bank holidays in busy periods),7.5 hours a day between 8am - 8pm (rotating shift pattern) **Salary**:£19305 annual salary plus bonus,with an uplift post-probation **The Role** Our Contact Centre is a vital part of service delivery at...

  • Contact Centre Advisor

    6 days ago

    Bristol, United Kingdom Unite Students Full time

    **Contact Centre Advisor** **Location**:Bristol Head Office **Salary**:£23,423 per annum, plus bonus and benefits **Working Hours and Shift Pattern**: - 5 x 8 hour shifts a week (37.5 paid hours) - Mon - Sun (1 in every 4 weekends, Sat & Sun) - Rota between 8am - 8pm **Purpose of the Job**: You will be based in our Contact Centre at our Head Office,...

  • Contact Centre Advisor

    2 weeks ago

    Bristol, United Kingdom Serco Plc Full time

    Contact Centre Advisor - Health Assessment Advisory Services Office Based, 5 days in Bristol Office Full Time, Permanent, £22,308 + Benefits 37.5 hours worked on a range of shift patters covering 8am-8pm Monday - Friday and every other Saturday covering 9am-5pm. Here at Serco, we deliver health assessments that help determine eligibility for benefits on...

  • Contact Centre Advisor

    2 months ago

    Bristol, United Kingdom Unite Students Full time

    **Contact Centre Advisor - Part Time** **Location**: Bristol - Head office **Hours and Shifts**:Monday - Sunday, 2 x 10 hour shifts between 8am - 8pm (weekend working required). **Salary**:£11,712 per annum, plus bonus and benefits **The Role** Our Contact Centre is a vital part of service delivery at Unite Students. As an Advisor, you'll be an...

  • Contact Centre Advisor

    1 month ago

    Bristol, United Kingdom Unite Students Full time

    **Contact Centre Advisor** **Location**: Bristol Head office **Hours and Shifts**:Monday - Friday (occasional weekends & bank holidays in busy periods),7.5 hours a day between 8am - 8pm (rotating shift pattern) **Salary**:£19305 annual salary plus bonus,with an uplift post-probation **The Role** Our Contact Centre is a vital part of service delivery at...

  • Contact Centre Advisor

    1 month ago

    Bristol, United Kingdom Unite Students Full time

    **Contact Centre Advisor** **Location**: Bristol, Head Office **Salary**:£23,423 per annum, plus bonus and benefits **Hours and Shifts**:Monday - Sunday (working 1 in 4 weekends), 7.5 hours a day between 8am - 8pm (rotating shift pattern) **The Role** Our Contact Centre is a vital part of service delivery at Unite Students. As an Advisor, you'll be an...