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Contact Centre Support Manager

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Edinburgh, United Kingdom Cactus Search Full time

We are searching for an exceptional leader who has a wealth of experience in the Contact Centre industry. This role does not lead a team, however, is right hand person to the Head of Operations and will lead, monitor and report on areas such as Quality,Resourcing, NPS, Trustpilot and customer relations.
This role requires someone who has an extensive but diverse Contact Centre background.
- ** This role is 100% onsite **_
**Key Responsibilities will include**:

- Monitor and manage all Customer Relations (Complaints) functions ensuring the business is proactive in response.
- Work with the Head of Operations and lead projects related to the consistent improvement of NPS.
- Be the company sponsor of Trustpilot, reporting and making recommendations for change based on portal feedback
- Be the company lead on customer service quality monitoring - working closely with the Head of Operations to ensure the business are achieving the highest quality scores.
- Provide insight to the leadership team around demand, resource planning and the impact on recruitment.
- Build and maintain a good working relationship with all Membership Teams and key stakeholders, up to and including Director/Chief level through regular and proactive communication, to ensure all business functions work collaboratively and cohesively.
- Provide insight on operational performance to the Head of Operations and the SLT.

The successful individual will be a customer and contact centre champion and will we well versed in how a successful customer service operation works within a consumer brand