Contact Centre Manager

• Contact Centre Manager
• Bradford Based (3 days on site)
• Up to 60,000 plus Bonus and Generous Benefits

Client Details

Page Group are working with a key client on the appointment of 2 Contact Centre Manager roles based at their offices in the Leeds / Bradford area. Both roles will be pivotal in achieving their customer pledge and will support wider business objectives

Description

• Lead, Motivate and Inspire a 60fte multi channel contact centre function supporting both B2B & B2C Customers
• Provide direct reports (x6 Team Leaders) with guidance, support and feedback to deliver day to day performance against business objectives
• Take ownership of escalated customer issues where required
• Identify areas for improvement and change across the contact centre, that will improve customer satisfaction and customer journey
• Create and foster strong working relationships with key stakeholders both internally and external
• Ensure customer contacts meet quality and regulatory requirements in line with regulations and business frameworks
• Undertake route cause analysis around customer issues to reduce repeat issues occurring
• Adopt new contact channels and technologies where required in line with customer demand
• Implement and drive KPI's within the contact centre to support business wide objectives

Profile

• Experience leading a contact centre function
• Knowledge on contact centre channels and technologies
• Passion for delivering excellent customer service
• Strong people management skills
• Ability to build strong working relationships

Job Offer

Our client is looking to appoint 2 Contact Centre Managers at their offices in the Bradford / Leeds area.

Working 37.5 hours across Monday to Friday (core hours)

Salary on offer of 57,000 to 60,000 plus:

• Up to 10% bonus
• Private healthcare
• up to 12% employer contribution pension
• 25 days holidays plus Bank Holidays
• x4 life assurance

Please note - The role offers flexible hybrid working with an expectation to be in the office 3 days per week