Contact Centre Manager

3 days ago

Manchester, United Kingdom Aspion Full time

**Contact Centre Manager
Manchester - Hybrid
£45,000**

**The Company**

A market-leading and disruptive online business serving over 3M customers year-on-year and employing over 500 people, working at home and from their Manchester city centre office.

**The Opportunity**

A significant operational leadership role responsible for the day to day running of a multi-channel contact centre team focused on handling and resolving customer service issues.

You will be responsible for leading, coaching and motivating the team daily to ensure the seamless customer service journey for our customer base.

**Job Benefits**
- Basic salary up to £45,000
- 25 days holiday plus your birthday holiday
- Staff discount
- Flexible working hours and hybrid working - we work a
- Access to an online learning platform, plus workshops, courses and professional qualifications
- Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support
- Health Plan
- Company Sick Pay scheme
- Regular wellbeing events
- Gym discount
- Share Incentive Plan (SIP)
- Death in Service cover
- Food and drink discounts across a number of venues in Manchester City Centre
- Regular social events
- Travel to Work scheme - interest free train and tram loans
- Cycle to Work scheme

**About You**
- Previous experience of working in the travel industry or within a Contact Centre environment in a similar role - _Contact Centre Manager, Call Centre Manager, Call Centre Team Manager, Operations Manager_
- A strong track record in a contact centre leadership role
- **You must be able to commute to our office in Manchester City Centre - Please note, this is a hybrid role with some work from office requirement and is not a complete remote role**:

- Ability to lead a team and develop others
- Analytical, innovative thinker who can drive customer satisfaction, productivity and make improvements to the customer journey
- Ability to influence others, including at a senior level
- Strong verbal and written communication skills
- Ability to deliver service delivery guidelines
- Results focused and committed to the values surrounding outstanding service delivery through effective people management
- A passion and commitment for delivering improvements to the customer experience

**The Day To Day**
- Overall responsibility for the day-to-day operations of the Customer Service team, ensuring that departmental objectives are accomplished.
- Determining opportunities to decrease customer contacts through modifications to our procedures and the customer journey, based on input from customers and other information.
- Analysing and reporting departmental data to key stakeholders
- Resolving any escalated issues and high risk complaints sent via the Senior Management Team, taking ownership of customer issues, and seeing problems through to resolution
- Ownership of departmental data and the ability for the team to be customer centric and deliver a memorable customer experience,

**E**:
**M**:

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