Contact Centre Senior Manager

4 weeks ago


Oxford, Oxfordshire, United Kingdom Cancer Research UK Full time

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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