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Contact Centre Manager/Sales Manager
- Location: York City Centre
- Job Type: Full-time
- Salary: £35,000
- Working Hours: Full-time, includes some weekend shifts
Are you an experienced Customer Service/Sales Manager?
Do you want to work for one of the best employers in York? Look no further!
We are currently recruiting for a dedicated Contact Centre Manager to lead, manage, and develop our client’s Contact Centre/Sales team, ensuring the maximisation of conversion rates from every telephone enquiry while delivering a world-class customer experience. This role reports directly to the Head of Customer Contact and involves managing a team of 10-20 direct reports.
Day-to-day of the role:
- Lead and manage the Sales team to deliver their accountabilities and responsibilities effectively.
- Build and improve team capability and motivation through one-to-ones, coaching, feedback, development, and empowerment.
- Drive a performance and customer-focused culture, placing the customer at the heart of everything we do.
- Create and maintain a high-performing, motivational sales environment, energising the team to achieve targets and deliver excellent customer service.
- Collaborate with teams across the business to ensure operational excellence and exceptional customer experiences.
- Manage and foster relationships with suppliers and third parties.
- Ensure the accuracy and efficiency of the team’s output and performance.
- Provide accurate and timely reporting to support stakeholders in making data-driven decisions.
- Promote a unified team approach across the business.
- Continuously improve the team’s role in the customer journey.
- Participate in the on-call team on a rotational basis.
Required Skills & Qualifications:
- Proven experience leading teams to achieve sales targets in a contact centre environment.
- Demonstrated ability to enhance customer experiences.
- Driven to meet sales targets and capable of motivating others to achieve the same.
- Strong customer-first mentality, with the ability to inspire this ethos within the team and across the business.
- Resilient, positive, and personable approach to leadership.
- Calm and confident problem-solving skills.
- Empathy, with the ability to understand customer perspectives.
- Experience in building strong relationships with suppliers and third parties.
- Ability to balance people management and performance outcomes.
- Strong written and verbal communication skills.
Benefits:
- Excellent working location in the city centre with easy public transport links
- Employee discounts
- 33 days holiday inc bank holidays
- Buy and sell holiday scheme
- Healthcare benefits
- Enhanced maternity and paternity leave
- Contributory pension scheme
If this sounds like it could be for you, don’t hesitate in applying!
