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Customer Contact Centre Manager, Winsford, Competitive Salary
Overview
SRL Traffic Systems, a leader in intelligent transport systems is dedicated to enhancing road safety and efficiency. Our commitment to excellence, sustainability, and customer satisfaction sets us apart in the traffic systems industry. Our mission is to provide advanced, sustainable traffic solutions that meet the evolving needs of our customers and contribute to safer, more efficient roadways. We are dedicated to innovation, quality, and environmental stewardship, ensuring that our products and services make a positive impact on communities and the environment. We specialise in the design, manufacture, and supply of high-quality temporary traffic and associated systems, including portable traffic signals, variable message signs, security barriers, CCTV and advanced traffic control solutions. Our products are designed to meet the highest standards of safety and efficiency, helping to manage traffic flow, reduce congestion, and enhance road safety.
About the Role
The Customer Contact Centre Manager is responsible for leading and managing a high-performing customer contact team, ensuring excellent customer service and efficient resolution of enquiries across multiple channels.
This role is critical in delivering an exceptional customer experience while driving continuous improvement in service delivery, efficiency, and customer satisfaction.
Key Accountabilities
• Team Leadership & Performance Management:
- Lead, coach, and develop a team of customer service representatives and team leaders.
- Set clear performance targets, KPIs, and SLAs to ensure high-quality customer interactions.
- Conduct regular performance reviews and provide constructive feedback.
• Customer Experience & Service Delivery:
- Ensure a seamless, positive customer experience across all communication channels (phone, email, liveÂ
 chat, social media, etc.).
- Implement and refine best practices to improve customer satisfaction and first-contact resolution.
- Handle escalated customer issues professionally and ensure timely resolution.
• Operational Efficiency & Process Improvement:
- Monitor call volumes, response times, and agent productivity to optimise resources and workflows.
- Identify and implement automation and technology improvements to enhance efficiency.
- Work closely with IT and other stakeholders to maintain and improve contact centre systems.
• Reporting & Insights:
- Analyse performance data to identify trends, challenges, and opportunities for improvement.
- Provide regular reports to senior management with recommendations for strategic improvements.
- Use customer feedback to drive continuous improvements in processes and service quality.
- Stakeholder Management & Collaboration:
- Collaborate with internal departments (Sales, Marketing, Operations, etc.) to ensure a consistent and
 high-quality customer experience and ensure compliance with regulatory requirements and company policies.
Key Skills
Essential:
• Proven experience in managing a customer contact centre or service desk environment.
• Strong leadership, coaching, and people management skills.
• Excellent communication and interpersonal skills.
• Ability to analyse data and drive decision-making based on insights.
• Experience with customer service technologies such as CRM, telephony, and ticketing systems.
• A passion for delivering outstanding customer experiences.
• Ability to work under pressure and manage multiple priorities effectively.
Desirable:
• Experience in digital customer service (social media, live chat, AI chatbots).
• Knowledge of ITIL, Six Sigma, or other service management methodologies.
What’s in it for You
- Company Vehicle & Fuel Card (if applicable to your role)
- Additional Earning Potential with Overtime and On Call (if applicable to your role)
- Company pension
- Death in Service benefit
- Life Assurance
- Free Confidential Health, Wellbeing and Legal Support
- PPE Provided (if applicable to your role)
- Laptop / Mobile phone (if applicable to your role)
- 20 Days Holiday including bank holidays
- Cycle to Work scheme
- Access to People Safe app and Wisdom app (one stop apps for support available for a range of offerings)
- Training & Personal Development
- Flexible working (if applicable to your role)
- Earn up to £600 for referring candidates from our Refer a Friend scheme (terms and conditions apply)
In return for your proven skills and experience, you will reap from a range of company benefits. You will join a supportive team that’s empowered to express ideas and make improvements.
Diversity, equity and inclusion are at the heart of what we value as an organisation. SRL Traffic Systems is an equal opportunities employer, and all qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, age, disability or any other status protected by law.
We are committed to treating all our job applicants fairly and with respect. If you require any adjustments, we are happy to discuss that with you. Please contact our HR team in confidence.
What you will need and what you need to know
- A valid driving license- no more than 6 points (if applicable to your role)
- Able to use technology (laptop / tablet / mobile phone)
- Happy to travel on a regional / national basis as required (if applicable to your role)
- Our organisation is committed to carrying out Alcohol and Drug testing to all Employees as per our Zero tolerance at any time
How to Apply
Please complete our application process for consideration. Our recruitment team will be in touch should you meet the requirements for the role you have applied to.
