Bristol Contact Centre Operations Manager

19 hours ago


Bristol, Bristol, United Kingdom Serco Full time

Transform Your Career in Customer Service with Serco

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Are you an exceptional leader with a passion for delivering outstanding customer experiences? Do you have a proven track record of driving team performance and excellence in a fast-paced contact centre environment?

Serco, a leading provider of health assessments for the Department for Work and Pensions (DWP), is seeking a skilled Contact Centre Team Leader to join our dynamic team in Bristol.

This is a fantastic opportunity to leverage your leadership skills and experience to drive business success and make a real impact on our customers' lives. As a Contact Centre Team Leader at Serco, you will be responsible for leading a team of Contact Centre Advisors, providing support and guidance as needed, and overseeing work requirements to ensure seamless delivery of services.

You will be instrumental in monitoring call levels, ensuring Key Performance Indicators (KPIs) and targets are met, and identifying opportunities for improvement. Your ability to develop good relationships with customers and colleagues, organise and prioritise work effectively, and work flexibly as needed will be crucial in this role.

As a key member of our team, you will contribute to the development and implementation of strategies to enhance customer satisfaction, employee engagement, and overall business performance. If you are a motivated and results-driven individual with a passion for customer service and leadership, we encourage you to apply for this exciting opportunity.

About the Role

  • Job Title: Contact Centre Team Leader
  • Location: Bristol
  • Salary: £35,000 - £45,000 per annum, plus benefits
  • Contract Type: Full-time, Permanent
  • Working Hours: 5 days a week, with occasional flexibility required to meet business needs

What We Offer

  • A competitive salary of £35,000 - £45,000 per annum
  • A range of benefits, including a contributory pension scheme, free parking, and access to exclusive discounts and deals
  • Ongoing professional development opportunities to help you grow in your career
  • A supportive and dynamic team environment where you can make a positive difference

About Us

Serco is a leading provider of healthcare and government services, committed to making a positive impact on the communities we serve. We are passionate about diversity and inclusion, and welcome applications from candidates with diverse backgrounds and experiences.


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