Contact Centre Senior Manager
4 weeks ago
About the Role
Cancer Research UK is seeking an experienced Contact Centre Senior Manager to join our Supporter Services team in Oxford. As a key member of our team, you will be responsible for leading a team of customer service representatives who engage with supporters via phone, email, and other channels.
Key Responsibilities
- Motivate and inspire the team to deliver exceptional customer experiences
- Coach and mentor staff to develop their skills and achieve their objectives
- Create a collaborative working environment that fosters teamwork, energy, and creativity
- Act as a point of escalation to resolve issues related to team performance and supplier services
- Develop and implement strategies to improve service delivery and efficiency
- Meet annual income targets through outbound services
Requirements
- Strong customer focus and experience in delivering high-quality supporter/customer service
- Proven experience in line management of multi-disciplined teams
- Ability to manage, develop, and motivate teams during challenging times
- Proficiency in contact centre software and CRM systems
- Analytical skills with the ability to interpret data and make informed decisions
What We Offer
Cancer Research UK is committed to creating a working environment that supports your wellbeing and provides a generous benefits package, career development opportunities, and high-quality tools. Our policies and processes enable you to improve your work-life balance, take positive steps in your career, and achieve your personal wellbeing goals.
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