Senior Customer Experience Manager

4 days ago


Catton, United Kingdom Anglian Home Improvements Full time

About the Opportunity:

We are seeking a highly skilled and motivated individual to join our 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:

  • Managing the daily operations of the Contact Centre, balancing business and people priorities to achieve key KPIs and objectives.
  • Manage the performance and development of direct reports to achieve individual targets aligned to the overall Contact Centre strategy.
  • Contribute to projects to identify, establish, and enhance effective business processes to support the strategy and business objectives of the Call Centre.
  • 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.
],

  • Old Catton, United Kingdom Anglian Home Improvements Full time

    We are seeking a dedicated Customer Experience Specialist to join our team at Anglian Home Improvements. In this role, you will play a pivotal part in delivering exceptional customer service.As a key member of our team, you will be responsible for ensuring our customers receive top-notch service. Your role will involve responding to customer inquiries,...


  • Catton, United Kingdom Anglian Home Improvements Full time

    Job Summary: We are seeking a skilled Contact Centre Team Leader to join our dedicated team at Anglian Home Improvements. The successful candidate will have proven experience in a contact centre environment, strong leadership and motivational skills, and excellent communication and interpersonal abilities.Key Responsibilities:* Leading and motivating a team...


  • Catton, United Kingdom Anglian Home Improvements Full time

    Resolution Expert for Customer Complaints Job Description:We are seeking a highly skilled Resolution Expert for Customer Complaints to join our team. As a seasoned professional, you will be responsible for resolving customer complaints related to financial products and services. Your exceptional problem-solving abilities, attention to detail, and excellent...

  • Operations Manager

    1 month ago


    Catton, United Kingdom Anglian Home Improvements Full time

    Company Overview: Anglian Home Improvements is a leading player in the home improvement sector, committed to excellence in customer service. Our dynamic team is expanding, and we are seeking a talented Contact Centre Team Leader to lead us to new heights.Estimated Salary: £40,000 - £60,000 per annum, depending on experience, plus performance-related bonus...

  • Trade Sales Manager

    4 days ago


    Catton, United Kingdom TPS Full time

    About TPSWe are a trade operation owned and run by an automotive manufacturer, Volkswagen Group UK Limited. Our mission is to deliver the ultimate trade experience with over 83 TPS Centres throughout the UK.">Job OverviewThe successful candidate will be responsible for driving sales growth across multiple locations, building strong relationships with...


  • Catton, United Kingdom Tps Full time

    TPS Business Development Manager - Covering Ipswich/Norwich Who are TPS?TPS provides independent garages and bodyshops with the high-quality Genuine Parts and products which customers need to ensure they can service and repair Volkswagen Group vehicles.TPS is part of the Volkswagen Group along with Audi, SEAT, ŠKODA, Volkswagen passenger cars and Commercial...


  • Catton, United Kingdom Norse Group Full time

    Talent Development OpportunitiesNorse Group is committed to the development of its employees, and we are seeking a Talent Development Manager to join our team. In this role, you will be responsible for developing and implementing talent management strategies that support the growth and development of our employees.You will work closely with senior leaders...


  • Catton, United Kingdom Nurse Plus Full time

    Senior Healthcare ProfessionalNurseplus offers a unique opportunity for experienced professionals to take on a leadership role, transforming lives and driving positive change in the community. As a registered manager, you will lead with compassion and purpose, expanding services through innovative solutions and partnerships. With us, you will cultivate trust...


  • Catton, United Kingdom TPS Full time

    About the Job:">This is an exciting opportunity for a Trade Partnership Manager to join our team. As a key member of our sales team, you will be responsible for developing and executing sales strategies to drive business growth and expansion across multiple TPS Centres.">Key Accountabilities:">">Work closely with the Area Sales Manager and TPS Centre...


  • Catton, United Kingdom Anglian Home Improvements Full time

    About Anglian Home ImprovementsWe're seeking a skilled Category Manager to lead and manage our Building Supplies product portfolio.Key Responsibilities:Develop and implement strategies to drive category growth, enhance profitability, and deliver value to customers.Select, plan, and manage a competitive product assortment based on market trends and customer...


  • Catton, United Kingdom Norse Group Full time

    Your New RoleIn this role, you will play a key part in identifying and designing learning solutions to aid development and upskill employees in the business. You will work closely with the Talent, Learning & Development Manager to ensure delivery of high-quality development and training to staff. Key responsibilities include:• Working with the Talent,...


  • Catton, United Kingdom Mr Clutch Autocentres Full time

    Mr Clutch Autocentres is seeking a seasoned Automotive Business Manager to lead our team and drive success. With over 40 centres across the UK, we offer a unique opportunity for experienced professionals to grow their careers.Salary and BenefitsThe salary for this role is negotiable, based on experience, with an estimated annual earnings potential of...

  • Workshop Team Leader

    2 weeks ago


    Catton, United Kingdom Octane Recruitment Full time

    Job OverviewThis is an exciting opportunity for a Senior Vehicle Technician to take on a supervisory role in our busy workshop. As a Senior Vehicle Technician, you will be responsible for overseeing the work of technicians and administration staff to ensure high-quality service delivery.Key ResponsibilitiesSupervise a team of technicians to ensure work is...


  • Catton, United Kingdom Anglian Building Products Full time

    Cost Estimation LeadershipWe are looking for a skilled Head of Estimating to join our team. As a key member of our leadership team, you will be responsible for driving our estimating process and contributing to our business development efforts.About the RoleImplement best practices and continuous improvement initiatives in the estimating process.Contribute...


  • Catton, United Kingdom Nurse Plus Full time

    Job SummaryWe are seeking a Commercial Growth Manager to join our team in Norwich. As a key member of our office, you will be responsible for driving business growth through strategic sales initiatives, building strong relationships with clients and candidates, and maintaining accurate records of workers, clients, and service users.About the OpportunityThe...


  • 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...


  • Catton, United Kingdom Octane Recruitment Full time

    Key ResponsibilitiesSupervise a team of technicians to ensure high-quality work and efficient processesLiaise with service advisors to maintain excellent customer communicationPrioritize work and ensure completion to manufacturer standardsThe salary for this position is estimated to be around £35,000-£40,000 per annum, depending on experience.


  • Catton, United Kingdom Mr Clutch Autocentres Full time

    Mister Clutch Autocentres is a national network of Autocentres, recognised as the leading clutch, brake, service, cambelt, and MOT provider. We are seeking a talented Vehicle Repair Operations Manager to join our team and drive success.Key ResponsibilitiesThe successful candidate will be responsible for:Promoting and maintaining our company image, acting as...


  • Catton, United Kingdom TPS Full time

    Treating Customers Right!At TPS, we're passionate about treating every customer like family. That's why we need a top-notch Business Development Manager to join our team!This superstar will drive sales growth, build unbeatable relationships, and make sure our products meet customer needs every step of the way. If you're up for the challenge, we want to hear...


  • Catton, United Kingdom Engineering Full time

    About This RoleWe are seeking an Engineering Operations Manager to join our team at our manufacturing plant near Norwich.The ideal candidate will have experience in managing maintenance teams, planning schedules, and coordinating activities to minimize downtime and optimize equipment availability.This position involves leading a team of experienced...