Call Centre Operations Manager

15 hours ago


Woking, Surrey, United Kingdom The Workshop Full time
Job Summary:

The Workshop is seeking a skilled Call Centre Operations Manager to join our team. As a key member of our maintenance services team, you will play a crucial role in ensuring the smooth operation of our call centre environment.

Job Description:

We are looking for a highly motivated and organized individual to manage our call centre operations. The successful candidate will be responsible for managing the end-to-end process of delivering perfect repairs for our customers.

You will assist with recruitment, training, coaching, and developing administrators to follow the correct process. Additionally, you will coach and train the team to provide excellent customer service and handle conflicts, issues, and poor performance effectively.

You will also be responsible for highlighting issues and trends related to quality of workmanship and task productivity. Furthermore, you will ensure that job management systems and other relevant systems are updated in a timely and accurate manner.

Other responsibilities include collecting and collating client/resident satisfaction feedback and reporting on trends and improvement ideas.


Requirements:
  • Bachelor's degree in a relevant field
  • Minimum 2 years of experience in a similar role
  • Excellent communication and interpersonal skills
  • Ability to work in a fast-paced environment
  • Basic knowledge of building maintenance trades and tasks/activities for trade groups

Benefits:
  • Competitive salary of £30,100 per annum
  • 23 days' holiday rising with length of service
  • Pension and Life Assurance


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