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Contact Centre Team Manager – Exeter/Ashburton
Salary: £33,400 + Shift enhancements
Extensive Holidays: 34 days off, including bank holidays and your birthday.
Comprehensive Insurance: Share plans, life insurance, and medical insurance lite.
Wellness & Perks: Wellness programs, discount scheme, on-site parking and Cycle to Work Scheme.
Join a team dedicated to making a difference. As part of a leading international organisation, our client provides around-the-clock support to individuals, helping them live safely and independently. We’re looking for a dynamic, self-motivated Contact Centre Team Manager to lead a team of up to 20 Emergency Resolution Operators, ensuring exceptional customer service, sometimes in life-threatening situations.
Key Responsibilities:
- Lead and performance-manage a team to achieve KPIs within the contact centre.
- Conduct regular one-on-ones and team meetings to focus on performance, customer service delivery, and personal development.
- Contribute to projects that align with company strategy and drive continuous improvement in contact centre operations.
- Handle calls during peak times, manage incidents, and resolve customer complaints.
- Support recruitment and onboarding of new team members to strengthen the contact centre team.
- Ensure compliance with health and safety, security, and data protection regulations in the contact centre.
Skills & Experience:
- Proven experience in leading high-volume, customer-facing teams
- Ability to manage multiple tasks and consistently deliver against objectives
- Experience using MI for team improvement and CRM/Contact Centre systems.
- Continuous improvement mindset with a track record of implementing successful changes in customer service.
- Experience in MS Office Packages, with a preference for experience in CRM/Contact Centre systems.
Location: Exeter or Ashburton (flexibility to work across both sites)
Hours: 35 hours/week, with some weekend, evening, and overnight on-call work required.
Interviews: Monday 28th October 2024
