Contact Centre Team Manager

14 hours ago

Leeds, United Kingdom MERJE Ltd Full time

**Contact Centre Team Manager**

**£30,000 + annual bonus**

**Flexible Monday - Sunday**

**Morley, Leeds**

Are you an experienced Contact Centre Team Manager who is passionate about providing excellent experiences?

Do you want to join an award-winning business that is growing at a rapid pace with superb career advancement opportunities?

We are searching for an experienced Customer Service Team Manager who is passionate about people and providing excellent service

**Contact Centre Team Manager duties**:

- Lead and motivate your team on a day-to-day basis
- Manage the performance of all team members who will be supporting customers through telephony, as well as at times via Digital Messaging and Social Media
- Accountable for delivering against Service Levels and other Key Performance Indicators
- Digital Contact Resolution/online registrations/mobile utilisation
- Play a key role in our Digital First Strategy, help your team to translate technology terms into everyday language and provide support to our less Digitally savvy customers
- Be passionate about continuous improvement, identifying opportunities to improve the customer experience and playing an active role in our Customer Issue Resolution Programme
- Develop great relationships with all of the colleagues you will need to work with across our business, including areas such as Digital, Robot Processing, Risk and Learning and Development
- Ensure operational and regulatory compliance requirements (e.g. Ofcom, FCA) are understood and monitored
- Ensure Quality Assurance is delivered consistently to high standards

**Ideal Contact Centre Team Manager**:

- 2 years Contact Centre management essential
- Webchat experience is desirable
- Strong Leadership skills
- Presenting and written communication skills
- Listening skills
- Organisational skills
- Empathy with people in difficult situations
- Worked in a lively, fast-paced contact centre team
- Having an eye for detail
- Identifying problems and finding solutions
- Always having a positive attitude
- Being calm under pressure

**Contact Centre Team Manager benefits**:

- 34 days holiday + 5 additional days can be purchased
- 14% pension contribution
- Excellent opportunity for progression
- Free parking
- Annual bonus
- Paid training
- Healthcare plan
- Store discounts

**The successful applicant would be required to undertake a DBS, CIFAS and CCJ check before an offer of employment is made.**

**Are you interested in knowing more about this Contact Centre Team Manager role?**

**CLICK APPLY.**
- If you would like this job advertisement in an alternative format, please contact MERJE direct_

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