Service Delivery Lead

1 week ago


Poole, Poole, United Kingdom Aspire Jobs Full time

Job Summary:

Aspire Jobs is seeking a highly skilled and experienced Contact Centre Manager to join our client's central support team based at their Head Office. The successful candidate will lead a small customer service team of 4 and be responsible for delivering exceptional service to high-end clients for a luxury brand with locations across Dorset and Somerset.

Key Responsibilities:

  • Lead a small team of customer service representatives to deliver aftersales bookings and sales leads to the business.
  • Ensure the highest level of customer experience is offered to customers through the booking process, including supporting team members with complex customer issues.
  • Liaise with senior colleagues to handle customer booking escalations and resolve issues in a timely and professional manner.
  • Understand and maximize earnings from bookings and achieve external bonuses by analyzing internal and manufacturer KPIs.
  • Compile monthly and quarterly team results and bonus/commission payments to ensure accurate and timely processing.
  • Manage relationships with external partners, including CRM agencies and data providers, to improve data usage and automated customer journey.
  • Champion database management and develop reports to monitor accuracy and identify improvements.
  • Stay up-to-date with industry developments and ensure all work and processes remain relevant, legal, and compliant.

Requirements:

  • Previous experience in CRM/contact centre management or customer service leadership, preferably in B2C and B2B environments.
  • Experience in managing and leading small teams, with a focus on growth and development.
  • Strong problem-solving skills and ability to resolve conflicts effectively.
  • Highly organized and able to prioritize tasks to meet deadlines.
  • Excellent communication and interpersonal skills, with the ability to work with diverse stakeholders.
  • Professional presentation and a strong work ethic.


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