Call Centre Performance Director

1 day ago


Cardiff, Cardiff, United Kingdom BUUK Infrastructure No 2 Limited Full time

BUUK Infrastructure No 2 Limited is seeking a skilled Call Centre Performance Director to lead our Contact Centre team. As a Call Centre Performance Director, you will be responsible for driving performance and excellence in our Contact Centre operations.

About the Company

Our company is committed to being the leading utility partner to accelerate the UK towards net zero for all our customers. We have a supportive environment that is committed to enabling our people to be the best, ensuring they feel proud to be themselves and part of our company.

You will work closely with our wider business teams to identify opportunities for process improvements and drive change initiatives to increase performance. Your key responsibilities will include:

  • Leading, coaching, and developing a team of Customer Service Advisors
  • Identifying skills gaps and potential process improvements to increase team and service performance
  • Supporting advisors with challenging situations and taking ownership of complaint handling where required
  • Day-to-day management of contact centre workflows
  • Collaborating with the wider business and actively engaging in staff and customer engagement activities

We estimate the salary for this role to be around £55,000-£60,000 per annum, depending on experience. In addition to a competitive salary, we offer a range of benefits, including at least the cost of living pay increase every year, company pension contributions up to 10%, and 33 days holiday including bank holidays.



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