Contact Centre Manager

4 weeks ago

Bolton, United Kingdom SpaMedica Full time

Are you an experienced Customer Service Manager with a passion for delivering exceptinal customer service?

Do you pride yourself on executing excellent leadership skills?

Are you driven by optimising performance by executing and achieving KPIs?

If so, this could be the opportunity for you..

What we are looking for:

At SpaMedica, our vision is to provide the very best in patient care and our Hospital Services team is the first point of call for our patients as they begin their journey with us. We're all about passion, energy, empathy and great teamwork to ensure that we are making a difference to people's lives.

We are looking for an enthusiastic, confident Contact Centre Manager to join our Hospital Services team based in Bolton.

We want our team members to thrive and to grow at SpaMedica, this is why our values are so important to us. Having recently been awarded Investors in People Platinum, supporting our team members is paramount to our success. The Contact Centre Manager role plays a crucial role in driving the success of our outbound/inbound calling operations by ensuring that the delivery of both inbound and external call channels, are executed efficiently, and of the highest quality by the Contact Centre team.

You’ll be passionate in ensuring world class customer service is paramount and a driver in achieving this by ensuring that the KPIs/SLAs determined by our CX1 platform are executed, delivered and achieved. Every customer interaction with SpaMedica must be efficient, consistent and of outstanding quality. To achieve this, we need an exceptional manager to drive performance whilst showing empathy, support and great leadership.

This is a key role within our Hospital Services function and the right individual will need to demonstrate consistency, performance, and great leadership from the outset.

Salary and benefits:

  • Up to £37,000 per annum (dependant on experience)
  • 37.5 hrs per week Mon Fri between 9am 5pm
  • Annual pay reviews.
  • Town centre location with a newly refurbished office environment
  • Employee Assistance Programme (EAP).
  • Progression opportunities
  • 2 x Annual bonuses (up to 5% of annual salary based on individual and company performance).
  • Casual dress.
  • £350 Refer a friend programme.
  • Eye test and subsidy towards glasses
  • Discounts & E-Vouchers (Ikea/Curry’s/B&M/Argos/Lastminute.com/Costa/Tesco/Primark).
  • Company Events Christmas & Summer works events.

Who are we looking for?

  • Demonstrable management of a Contact Centre
  • Ability to multitalk/organise
  • Excellent interpersonal, problem-solving and leadership skills
  • Excellent data management, problem-solving and leadership skills
  • Excellent communication skills both written and verbal
  • Ability to positively drive performance whilst motivating and developing staff
  • Effective change management for departmental staff
  • Understanding of telephony-based agent management
  • Excellent attention to detail

If this role sounds like you, we want to hear from you

“Our patients matter to us. As the UK’s largest cataract surgery provider, we work every day to give something meaningful to you, and life-changing to our patients. Our patients place their trust in you, and by working with us, you can truly change people’s lives”


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