Job Summary: We are looking for a highly motivated Contact Centre Manager to lead our central operations. The successful candidate will oversee daily contact centre operations, ensure high levels of service user satisfaction, and manage contact centre team members. Additionally, the Contact Centre Manager will develop and implement strategies to improve efficiency and effectiveness.

Key Responsibilities:

• Customer Service Excellence: Ensure the contact centre provides outstanding customer service, handling escalated customer issues and complaints effectively. Manage the escalation of formal complaints following company policies.
• Team Leadership: Manage contact centre team members, providing guidance, support with recruitment processes, and training to ensure high performance. This includes managing holiday rotas and sickness, conducting staff appraisals, and performance reviews.
• Performance Monitoring: Monitor and evaluate the performance of contact centre team members, providing feedback and implementing improvement plans as necessary to meet productivity and quality targets. Ensure the contact centre is fully staffed during contractual opening times.
• Reporting: Prepare and present regular reports on contact centre performance, including key metrics and KPIs.
• Compliance: Ensure the contact centre operates in compliance with all relevant regulations and company policies, including safeguarding and data security policies.
• Technology Management: Oversee the use of contact centre systems, ensuring they are used effectively and efficiently.
• Continuous Improvement: Identify opportunities for process improvements and implement changes to enhance contact centre operations.
• Collaboration: Work closely with senior management and community teams to ensure company objectives and KPIs are met.

Is this role for you?

If you are and would like to be part of an innovative and ambitious team, we would very much like to hear from you.

You should have an outstanding record, excellent communication skills, and a focus on detail and quality.

We do reserve the right to close this advertisement early if we receive a high volume of suitable applications.