Contact Centre Team Lead
5 days ago
Job Summary
Aspire Jobs is delighted to be working exclusively with a luxury brand with locations across Dorset and Somerset to find a skilled Contact Centre Manager to join their central support team based at their Head Office.
About the Role
We are seeking a highly organized and experienced Contact Centre Manager to lead a small customer service team of 4. The successful candidate will have previous CRM/Contact centre management or customer service leadership experience from B2C and B2B, as well as experience of managing and leading a small team which will grow.
Key Responsibilities
- Team Leadership: Lead a small team of customer service representatives to deliver exceptional service to high-end clients.
- Customer Experience: Ensure the highest level of customer experience is offered to customers through the booking process, including supporting booking advisors with, or personally taking on complex customer issues.
- Performance Management: Understand all internal and manufacturer KPIs, maximising earnings from bookings and achieving external bonuses.
- Reporting and Analysis: Compile monthly and quarterly team results and bonus/commission payments.
- Relationship Management: Manage relationship with CRM agency and data providers, developing opportunities to improve data usage and automated customer journey.
- Compliance and Efficiency: Champion database management, developing and running reports to monitor accuracy and identifying improvements, and continually refresh your own knowledge to ensure that all work and all processes remain relevant, legal and compliant.
Requirements
- Previous CRM/Contact centre management or customer service leadership experience from B2C and B2B.
- Experience of managing and leading a small team which will grow.
- Strong problem-solving skills.
- Highly organized.
- Good conflict resolution experience.
- Professional with strong communication skills both verbally and face to face as well as digitally.
- Superbly well presented.
What We Offer
The role will see you leading a small but growing team to deliver aftersales bookings and sales leads to the business, whilst maintaining the highest levels of customer experience.
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