Contact Centre

3 weeks ago

Crewe, United Kingdom EMaC Ltd Full time

**About EMaC**
EMaC is a great place to work and learn. The pace is fast, we have a strong team spirit and there’s a real buzz about the environment. To help you settle in and feel at home, we’ll provide you with a full business induction plus structured training, personal development, and job benefits. Our view is that if we can help your career to grow, you’ll be helping us grow as a business - everyone wins.

EMaC work in close partnership with vehicle manufacturers and dealerships to strengthen their aftersales relationships with their customers, creating positive experiences that lead to increased loyalty, customer retention and greater revenues.

Our core products are Service Plans and Maintenance, but we’re not just limited to these.

As the leading Aftersales Partner to the UK automotive industry, we have a live book of 1.7 million customers and drive a combined £250M of aftersales revenue into the UK network, annually, through our range of solutions.

We use reliable, highly evolved platforms to integrate our systems with our clients’. We offer customer service that is second-to-none and we take responsibility so that our clients can focus on their strengths, knowing that their customers are in great hands.

**Job Purpose / Summary of Role**:
The Contact Centre Supervisor will be responsible for managing and leading our contact centre team, overseeing the day-to-day performance of our employees, client account performance, departmental goals and service deadlines, whilst ensuring the delivery of professional customer service within a sales focused

You will manage the department through team engagement, overseeing completion of operational work streams, ensuring profitability, and maintaining sales related targets and service levels.

Reporting to the Operations Manager, the Contact Centre Supervisor will lead the team to maximise sales outputs both in line with the operational directive and the overall business strategy.

Working in close conjunction with EMaC’s key stakeholders and a number of key contacts amongst our suppliers and partners, the leader will be confident in gathering feedback, setting, and managing expectations.

They will regularly review data and forecasts in line with targets and resourcing and ensure a consistent sales performance.

The leader will develop all team members through 1-2-1s, PDPs, training and coaching in line with the goals and outputs for the department. They will conduct the monthly performance reporting, feedback the findings and assist with working on any areas for improvement. They will use QA and reporting to drive improvement to processes and practices completed within the team.

They will guide the team whilst managing workload prioritisation. They will collate MI on a daily, weekly, and monthly basis. They will work in association with the Operations Manager to prepare this MI for presentation to the Operational Managers and Heads of Department and present when required.

The leader will assist recruiting new team members to the department when required. Following on from this they will onboard, induct and organise the training and provide ongoing support for the new starter and the existing team.

**Role Requirements**:

- Work Hours_: Full-time (37.5 hours per week), with hybrid options for on-site or remote work
- Experience:_ A minimum of 2 years of supervisory experience in a contact centre
- Salary_: Dependent on experience, with commission based on targets
- Deliver & drive sales performance in line with agreed targets.
- Monitor performance of individuals and department in line with company KPI’s.
- Encourage ways to ensure profitability and drive business revenue through recommendation of products and services.
- Support the sales strategy and statistics for the department.
- Take responsibility for ensuring the day-to-day operational activity within the business, meeting company SLA’s in terms of calls, data and campaign volume.
- Assist with onboarding of new clients by producing relevant scripts, training materials etc. to ensure smooth transfer from Commercial to Operations.
- Maintain strong relationships with all internal teams in the UK. Acting as a contact point for the department and assist with workload prioritisation.
- Maintain relationships and obtain feedback from internal and external clients to drive service improvements.
- Serve as an escalation point for client queries (both external and internal)
- Identify new opportunities for efficiencies using experience on prior campaign or program outcomes.
- Ensure compliance with all client sales and promotional guidelines.
- Address and rectify any shortcomings discovered during QA through coaching.
- Approve annual leave requests for the Departmental agents.
- Conduct return to work meetings following absence within the team and manage in line with company policy.
- Drive the development of the agents through 1-2-1s and Personal Development Programmes.
- Implement n

  • Administrator

    1 month ago

    Crewe, United Kingdom Head Office - Contact Centre Full time

    **The Opportunity** As our Contact Centre continues to grow from strength to strength we have an exciting new opportunity for an Admin Support colleague. Our Admin Support role will offer support to the Head of Contact Centre, Team Managers and the wider Retail support team. **More about the role** - Allocate, track and report on - Web Bookings - 1 Link...

  • Contact Centre Team Leader

    5 days ago

    Crewe, United Kingdom 123 Recruitment and Training Full time

    Our Team Leaders play a vital role within the business. Day to day they lead, coach, and motivate teams, always ensuring that customers and clients receive a world class experience. You will work in partnership with the Operations team and other key stakeholders within the business. You will manage and maintain a professional, efficient, and...

  • Thrive Centre Manager

    1 month ago

    Crewe, Cheshire East, United Kingdom The Oaks Academy Full time

    If you provide high-quality teaching and have a natural passion for improving the life chances of our children, then this could be the role for you. The Oaks Academy is a vibrant, forward thinking 11-16 school with a roll of 550 students. The School is committed to high quality inclusive education for students of whom over forty per cent are multi-lingual....

  • Call Centre Agent

    1 hour ago

    Crewe, United Kingdom RPS Enterprises Ltd Full time

    **About Us** RPS Enterprises is a small but growing business. We are professional, agile and innovative. We are currently in a growth phase so it’s an exciting time to be joining us. **Join our team today!** You will be making outbound calls to members of the public who have requested to be contacted to get a new insurance policy or have opted in to...

  • Medical Summariser

    7 days ago

    Crewe, United Kingdom Earnswood Medical Centre Full time

    We are looking for a Medical Summariser to join our friendly and supportive team to undertake the summarising of patient records according to set protocols which have been agreed by the Practice, on to the medical clinical system (EMIS), following various coding rules. The postholder will be adaptable and comfortable with changing priorities, they must be a...

  • Renewals Advisor

    1 month ago

    Crewe, United Kingdom Head Office Full time

    **The Opportunity**: Working in our Renewals department you will be responsible for contacting existing customers who are coming to the end of their finance agreements to discuss the next step in their customer journey. You will schedule dealership appointments for customers who may wish to purchase a new vehicle following the end of their contract...

  • Panel Beater

    1 day ago

    Crewe, United Kingdom Holt Recruitment Ltd Full time

    Panel Beater, Panel Technician, Bodyshop Technician: Paying up to £22 per hour plus bonus  Hours: Monday to Friday23 days holiday plus bank holidays, Discounts for various places, site bonus, Pension plus much morePermanent Vacancy  I am looking for an experienced Panel Beater to join a leading Accident Repair Centre in the Crewe area.Key Panel Beater...

  • Medical Laboratory Assistant

    1 month ago

    Crewe, United Kingdom University Hospitals of North Midlands NHS Trust Full time

    The University Hospital of North Midlands, Mid Cheshire and East Cheshire NHS Trusts are working collaboratively to form a Pathology network in line with a NHSI directive. CSR MLA Band 3 (Fixed Term) Leighton The post will be based inCentral Specimen Reception Leighton HospitalThis is an interesting and important job, previous experience in this field is...

  • Customer Service Operative

    1 day ago

    Crewe, Cheshire East, United Kingdom NRL Recruitment Full time

    On behalf of our client, NRL Recruitment are currently looking for a Customer Service Operative for work in the Crewe area.Essential requirement: You MUST have call centre/contact centre experience and also experience of handling over 60 inbound calls per day. Evidence of this must be clear on your CV.Duration: Contract role from until Training: Will be...

  • Sales Administrator

    1 month ago

    Crewe, United Kingdom MBA Group Full time

    **Job Title Sales Administrator** **Responsible to Sales Manager** **Job Purpose** **1. MAIN PURPOSE OF JOB** - To be responsible for all sales related administrative aspects of the order, supply and payment of new and used Audi vehicles from within the Audi Centre, in accordance with Company and franchise policies. **2. MEASURES** - HSO/ dealer audit -...

  • Customer Service Operative

    1 day ago

    Crewe, United Kingdom NRL Recruitment Remote Work Freelance Full time

    On behalf of our client, NRL Recruitment are currently looking for a Customer Service Operative for work in the Crewe area.Essential requirement: You MUST have call centre/contact centre experience and also experience of handling over 60 inbound calls per day. Evidence of this must be clear on your CV.Duration: Contract role from 17.06.2024 until...

  • Medical Records

    4 weeks ago

    Crewe, United Kingdom Mid Cheshire Hospitals NHS Foundation Trust Full time

    A fantastic opportunity has arisen for a Appointments Officer to come and join our lovely appointments team within Medical Records. We have 1 full time vacancy available which is for a fixed term contract for 9 months until the 31/10/2023 Within Medical records in the appointments team you would be responsible for booking appointments, printing referrals...

  • Strip Fitter

    3 days ago

    Crewe, United Kingdom Kolt Recruitment Ltd Full time

    Kolt recruitment are looking for a Skilled and experienced MET Strip Fitter to join a leading team in a busy body shop. - You will be dismantling and reassembling accident-damaged vehicles in line with manufacturers' specifications and to the high standards expected by customers. - You will be working within an independent accident repair centre, utilising...

  • Registered Manager

    23 hours ago

    Crewe, United Kingdom SCR Full time

    Registered Manager – Learning Disabilities I am recruiting for an experienced and quality focused Registered Manager for a fantastic residential and supported living service in the Cheshire area. This service provides residential and supported living care for adults with Learning Disabilities, Autism and Physical Disabilities and aims to encourage service...

  • Medical Records

    4 days ago

    Crewe, United Kingdom Mid Cheshire Hospitals NHS Foundation Trust Full time

    A fantastic opportunity has arisen for a Clerical Officer to come and join our lovely Clinic Preparation within Medical Records. We have 1 full time vacancy available working Monday to Friday 9am-5pm Within Medical Records in the Clinic Preparation team, you would be responsible for preparing patient health records for outpatient appointments. This is a...

  • Phlebotomist (Bank)

    4 weeks ago

    Crewe, United Kingdom University Hospitals of North Midlands NHS Trust Full time

    The University Hospital of North Midlands, Mid Cheshire and East Cheshire NHS Trusts are working collaboratively to form a Pathology network in line with a NHSI directive. BANK ONLY - ZERO HOURS - PHLEBOTOMIST BAND 2 - £20,270 - £21,318 Location of vacancy - MCHT IS THE BASE SITE - all localities on a rotational rota - BANK ONLY CONTRACT BASE -...

  • Vehicle Technician

    22 hours ago

    Crewe, United Kingdom Octane Recruitment Full time

    Vehicle Technician - Crewe Salary - Up to £35,000 Basic + bonus Days - Monday - Friday, Saturdays on a rota Ref - OC17062 We have a new job vacancy available for a Vehicle Technician in Crewe. My client is one of the UK's leading main dealerships in the UK and they're looking for an experienced Vehicle Technician wanting to join a rapidly...

  • Receptionist

    1 month ago

    Crewe, United Kingdom Audi Full time

    **The Opportunity**: We are currently recruiting for a Receptionist to join our head office. Reporting into the Customer Service Manager you will be working as part of a team responsible for the service and care of our customers and colleagues. As Receptionist you’ll be the first point of contact for customers, visitors and colleagues entering head...

  • Receptionist

    1 month ago

    Crewe, United Kingdom Audi Full time

    **The Opportunity**: We are currently recruiting for a Receptionist to join the team at Crewe Audi. You will be working as part of a team responsible for the service and care of our customers and colleagues. As Receptionist you’ll be the first point of contact for customers, visitors and colleagues entering the dealership. You will also be answering the...

  • Weekend Receptionist

    1 month ago

    Crewe, United Kingdom SEAT Full time

    **The opportunity**: We are currently recruiting for a Weekend Receptionist to join our team. Reporting into the Sales Manager you will be working as part of a large team responsible for the service and after sales care of our customers. As Receptionist you’ll be the first point of contact for customers both in the dealership and over the phone so it is...