Team Management Professional

2 days ago


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

About This Role

We are seeking an experienced Contact Centre Team Manager to lead our team of Customer Service Advisors at BUUK Infrastructure. As a key member of our management team, you will drive business growth through exceptional customer service and contribute to the success of our organisation.

About Us

Our company has been driving change and innovation in the utility sector for over 30 years. We strive to create a supportive environment that enables our people to thrive and make them feel proud to be part of our organisation.

Key Responsibilities

  1. Lead and Develop Your Team: Deliver exceptional customer service through your team of Customer Service Advisors.
  2. Identify Skills Gaps and Process Improvements: Increase team and service performance by identifying areas for improvement.
  3. Support Advisors with Challenging Situations: Take ownership of complaint handling and support advisors with difficult situations.
  4. Day-to-Day Management: Oversee Contact Centre workflows.
  5. Collaborate with the Wider Business: Foster relationships and engage in staff and customer activities.

About You

We are looking for someone with proven experience in leading a contact centre team, good knowledge of technologies, and a thorough understanding of performance metrics.

You should have effective leadership skills, the ability to drive change, and a passion for customer service.

A strong communicator who can build relationships at all levels is essential.

What We Offer

  • Cost of living pay increase every year
  • Company pension contributions up to 10%
  • 33 days holiday including bank holidays, with the option to purchase additional leave
  • Enhanced maternity, paternity, and adoption pay
  • £750 net referral bonus for friends and family
  • Hybrid working options for eligible roles
  • Development opportunities to reach your career aspirations


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