National Contact Centre Leader

3 weeks ago

Catton, United Kingdom Anglian Home Improvements Full time

About the Role:

We are seeking an experienced leader to join our Senior Management Team as a Contact Centre Manager. This role will oversee the daily operations of the National Contact Centre, ensuring smooth performance and high-quality service delivery.

The successful candidate will drive team performance, implement strategic goals, and make decisions that balance service quality with efficiency. They will possess excellent communication and problem-solving skills, experience in budget management, and knowledge of industry regulations.

This is a great opportunity for an experienced leader to take on a new challenge and develop their skills further. The salary for this position is £55,000 - £65,000 per annum, depending on experience.

Key Responsibilities:

  1. Oversee the daily operations of the Contact Centre, ensuring smooth performance and high-quality service delivery.
  2. Manage the performance and development of direct reports to achieve individual targets aligned to the overall Contact Centre strategy.
  3. Contribute to projects to identify, establish, and enhance effective business processes to support the strategy and business objectives of the Call Centre.
  4. Support the Head of Call Centre in planning and implementing high-level strategy within the department.

Requirements:

  • Proven experience as a Contact Centre Manager or similar leadership role in a customer service environment.
  • Strong leadership and team management skills, with a focus on coaching and staff development.
  • Excellent communication and problem-solving abilities.
  • Proficient in contact centre technologies, including dialler experience and reporting tools.
  • Ability to produce, analyse, and interpret data and performance through KPIs and service metrics.

Benefits:

  • Competitive salary and benefits package.
  • 31 days holiday, increasing to 33 days after 2 years of service.
  • Paid time off annually to volunteer.
  • Comprehensive health and wellbeing benefits.

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