General Manager Contact Centre Operations
6 days ago
At Jet2holidays, we're passionate about sending our customers on unforgettable holidays - and delivering outstanding service every step of the way. We're now looking for an inspiring leader to join our Customer Contact team as General Manager - Contact Centre Operations, helping us shape the future of customer experience across our homeworking operation. In this role, you will work in partnership with our other General Managers for this business area and will report into and support the Head of Customer Services & Contact Centre to deliver the operational strategy and drive performance results across our homeworking Contact Centre operation.Read on to find out what you will need to succeed in this position, including skills, qualifications, and experience.ResponsibilitiesLead & Inspire: Motivate a multi-skilled Sales & Service team across voice, messaging, web chat, and WhatsApp.Develop: Coach and empower operational managers, team leaders, support teams, and travel advisors.Champion Service: Foster a culture of problem-solving and "first time right" delivery.Drive Transformation: Lead operational and digital change to enhance journeys and reduce customer effort.Collaborate: Partner with Operations, Product, Marketing, and IT to align priorities and resolve issues.Deliver Excellence: Oversee day-to-day operations, ensuring service levels, quality standards, and response times exceed expectations.Measure & Improve: Implement KPIs and SLAs focused on customer satisfaction, efficiency, and quality.Listen & Act: Analyse CSAT, NPS, and complaint data to identify gaps and drive improvements.QualificationsSignificant Contact Centre/Customer Service Senior management experience in a fast paced, service orientated environment.Previous experience of leading change management and delivering demonstrable value within a contact centre, and ideally homeworking, environment is required.An engaging and inspiring leadership style with experience of managing colleagues at multiple levels within a customer focused environment.Practical understanding of Contact Centre systems, reporting and MI.The ability to effectively manage demanding internal and external stakeholders and demonstrate the commercial acumen required to succeed in this environment.A good understanding of legislation relating to aviation and tour operations would be beneficial.This position is home based; meet our Home Working requirements for workspace and broadband speed and be based in the UK. Travel to our UK commercial head office in Leeds city centre on a monthly basis is an expectation of the role.BenefitsExcellent salary, with annual pay review.Contributory pension scheme.Discretionary general management bonus scheme.3 x salary life assurance.Colleague discounts on Jet2holidays and holidays and flights. xpwpeyx Many retail discounts on travel and leisure, health, and wellbeing, eating out, shopping and lifestyle.#J-18808-Ljbffr
-
General Manager Contact Centre Operations
5 days ago
Leeds, United Kingdom Jet2.Com Limited Full timeAt Jet2holidays, we're passionate about sending our customers on unforgettable holidays - and delivering outstanding service every step of the way. We're now looking for an inspiring leader to join our Customer Contact team as General Manager - Contact Centre Operations, helping us shape the future of customer experience across our homeworking operation. In...
-
Leeds, United Kingdom Jet2.Com Limited Full timeA major airline and holiday provider is looking for a General Manager - Contact Centre Operations. This home-based role involves leading a sales and service team, driving transformation within customer service, and collaborating with various departments to enhance customer experiences. Candidates should have significant contact centre management experience...
-
Contact Centre Assistant
21 hours ago
Leeds, United Kingdom Catch 22 Full timeOur client an established professional organisation in Leeds are looking to appoint a number of Contact Centre Assistants to start early to mid-July. This is a full time role working 09:00 - 17:00 Monday to Friday (35 hours per week), there is no requirementto weekends or evening working in this role. The position is not like a standard contact centre as it...
-
Contact Centre Systems Manager
4 weeks ago
Leeds, United Kingdom Yorkshire Dental Suite Full timeJob Title: Contact Centre Systems Manager – YDS GroupLocation: Office based - between two locations in Leeds (LS11/LS12)Salary: £45,000 - £55,000 per annumJob Type: Full-time, PermanentAbout Us:YDS Group is a fast-growing, forward-thinking dental group committed to delivering outstanding patient experiences. Our Wortley office is the operations hub for...
-
Contact Centre Systems Manager
3 weeks ago
leeds, United Kingdom Yorkshire Dental Suite Full timeJob Title: Contact Centre Systems Manager – YDS Group Location: Office based - between two locations in Leeds (LS11/LS12) Salary: £45,000 - £55,000 per annum Job Type: Full-time, Permanent About Us: YDS Group is a fast-growing, forward-thinking dental group committed to delivering outstanding patient experiences. Our Wortley office is the operations hub...
-
Operations Supervisor, Contact Centre
3 days ago
Leeds, United Kingdom Link Group Full time**Overview**: The **Operations Supervisor, Contact Centre**, will be based on a full-time basis from our stunning **city centre office in Leeds**, with the possibility of some hybrid working upon successful completion of your probationary period. You will lead a team of Customer Service Representatives, ensuring high quality service is always provided to our...
-
Contact Centre Supervisor
24 hours ago
Leeds, United Kingdom Pendragon Full time**Contact Centre Supervisor** **Stratstone Mercedes-Benz of Leeds** **A basic salary of £28,769 with £4,800 bonus, pension, critical illness, life assurance, 31 days holiday (including bank holidays), exclusive company discounts on used car purchases, leasing deals and aftersales service** **Are you ready to drive beyond the possible; to work for an...
-
Mi Manager
7 days ago
Leeds, United Kingdom MERJE Ltd Full time42,000 **My client is looking for an MI Manager within a contact centre environment to develop their reporting methods and tools to drive efficiencies and effectiveness across the business. Responsibilities**: - Produce daily/weekly/monthly reports to the Operational Support, SLT and ExCo team, support the knowledge and awareness of the Operational Support...
-
Operations Manager, LBA5
7 days ago
Leeds, United Kingdom Operations Full timeOperations is the beating heart of Amazon. This key part of our business makes sure we fulfill and dispatch orders efficiently so that our customers get their items on time. Its driven by Operations Managers who bring the team together to push excellence in safety quality and productivity across our sites. At your site youll lead other managers and create...
-
Warehouse Operative
2 weeks ago
Leeds LS LQ, United Kingdom Operations Manager Full time £18,500 - £22,000 per yearWarehouse Operative (Part-Time 20HRS)About the roleThis is a fast packed role where you could be involved in a wide variety of tasks. It's a busy and physically demanding role where you will be on your feet all day, moving and lifting stock to ensure targets and deadlines are met.About BestwayBestway Group is a diversified multinational family owned business...