Contact Centre Manager

2 weeks ago


St Asaph, United Kingdom GreenThumb Full time

**Post**:

-Contact Centre Manager

**Responsible to**:

- Head of Customer Service

**Location**:

St Asaph, Denbighshire, North Wales (On-site)
- **Hours of work:

**Full time, 37.5hrs per week


**Pay Scale:

**£28,000 - £30,000 DOE

**About the company**:
Here at GreenThumb we have been making lawns look beautiful, lush and weed free for over 35 years. The company has grown to become Europe's largest lawn care company, with over 220 branches nationwide and over 2 million visits to customer’s homes each year.

Head Office is easily accessible being conveniently located on Junction 26 of the A55, less than 40 minutes from Chester and Wrexham by car. There are also local transport links nearby.

**About the role**:
We are looking for an experienced Contact Centre Manager to lead our Customer Support Centre based at our Head Office in St Asaph. You will be responsible for ensuring that all KPIs and quality standards are met and to ensure optimum customer satisfaction.This involves effective performance management of the team and ownership of end-to-end processes. The role’s purpose is to deliver KPI’s through effective team management and coaching to deliver quality and efficiency for our customers.

**Main Duties**
- Daily management of Team Leaders and Advisors, including training and mentoring
- Create staff rotas
- Responsible for all aspects of operational delivery
- Ensuring the highest levels of service and performance are delivered
- Daily task management
- Resolving esculated complaints
- Implementing processes
- Analyse reports to identify performance improvement oppurtunities

**Experience**
- To be a real customer service specialist through and through
- Experience from the call centre sector or similar
- To be an experienced leader of people (along with all that goes with that, such as recruitment, mentoring and performance management)
- Good attention to detail, ability to work calmly under pressure, and full of initiative
- You can take the lead when the pressure's on and see problems as challenges
- Have a leadership style that will encourage and empower whilst leading from the front



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