Contact Centre Manager

3 weeks ago

Manchester, United Kingdom Page Personnel Secretarial & Business Support Full time

A market leading client with in the retail soace based in the centre of Manchester.

**Client Details**

A well known market leading client in the retail sector.

**Description**

You'll be responsible for the day to day running of customer enquiries, providing motivation and encouragement to the team in order to achieve targets and business KPI's. Improving customer retention, increasing customer lifetime value and boosting customerloyalty will be at the forefront of your mind when decision

**You will be responsible for**:

- Dealing with customer enquiries, answering calls and chats when required
- Dealing with complex issues and customer escalations, using your problem solving skills to convert negative experiences into positives.
- Managing onboarding, training and ongoing development of the team, including 1-2-1 catch ups
- Coaching, mentoring and motivating Customer Success agents to hit their performance targets
- Working with the Senior Team Leader to measure and improve on Customer Success KPI metrics such as our Google and Feefo scores
- Encouraging the team to proactively build relationships with our customers, ensuring they receive an excellent end to end experience.
- Be customer centric by identifying and executing ways to improve the customer experience both on the website and through customer contact
- Working collaboratively across the business to pass on vital customer feedback and make suggestions for improvements
- Assisting in guiding the departments policies and procedures with the customer in mind
- Managing Fraud prevention
- Active involvement in recruitment of future Customer Success Agents

**Profile**

**Job Offer**
- 37.5 hours per week Monday - Friday 8.30 am - 5 pm (occasional weekends during peak months)
- 3 month probation
- 31 days holiday inc Bank holiday
- Company pension
- Sick pay
- Split of office & home working
- Relaxed dress

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