Contact Centre Team Manager

Posted 5 April by Iceland

Department: Contact Centre

Reports to: Contact Centre Manager

Band: C

Location: Deeside

Key Relationships: Contact Centre Manager, Contact Centre Advisors, Contact Centre Team Managers, Senior Contact Centre Advisors, Operations, Learning & Development Manager, Resource Planning Team

Overall Purpose: The primary role of the Contact Centre Team Manager is to recruit, coach, train and develop team members in a multi-channel contact centre ensuring that they are achieving individual and team targets by providing exceptional customer service. They are to also promote a team environment through the use of creative and innovative incentive schemes and competitions and to performance manage team members to ensure that appropriate action is taken in cases where specified standards are not met.


"What I do in my job"

Drive profitable sales growth

  • Analyse performance utilising management information available to improve the performance of the team/individuals and identify reasons for under performance, taking appropriate corrective action where required
  • To motivate all team members to work towards company performance targets and service goals
  • To manage the performance of the Contact Centre and all staff to exceed targets, meet SLA’s and minimise call loss
  • To proactively plan and manage calls and workflows to ensure service levels are met and maintained

Innovation and great service for our customers

  • To analyse individual and team NPS/customer satisfaction scores, continually looking at ways to improve the overall score
  • Ensuring "a great customer experience" is delivered at every level through quality and customer satisfaction monitoring and to also ensure effective and relevant quality control measures are in place
  • Ensure prompt investigation and conclusion of escalated customer complaints in line with the complaints policy
  • To manage project work as and when required and proactively manage change e.g. policy, process or systems ensuring any changes are implemented smoothly and in a positive manner and wherever possible involving staff in the change process

Keeping things simple and efficient to reduce costs

  • To promote a customer first culture and a policy of continuous improvement
  • Within area of responsibility ensure the department complies with all legislative, procedural and regulatory requirements
  • Understand, review and translate department, team and individual performance to identify trends to enable the business to improve performance/profit/customer experience

Finding and Looking after great people

  • Manage, develop, coach and motivate Customer Care Advisers to ensure they achieve their goals and ensure that appropriate objectives and development plans, in line with business needs, are in place
  • Identify training and development needs through 1-2-1’s, coaching, monitoring and training
  • To communicate information and take feedback from the team, through briefings, monthly meetings, call levelling, 1-2-1’s. This is to also include Straight Talk and Deeside Voice
  • Manage all aspects of team/individual performance, applying company policies and procedures e.g. absence/disciplinary where necessary and ensure effective measures are in place


"How I do my job"


  • Takes ownership of implementing business decisions and effectively communicates where appropriate
  • Regularly checks that customers and stakeholders are satisfied, challenging performance where appropriate


  • Supports the team to work at their best by coaching, providing feedback, problem solving, sharing best practise and communicating with pace and urgency
  • Effectively influences internal and external stakeholders to deliver results


  • Seeks and takes action on feedback from others to drive personal development and business performance
  • Knows how they affect others and leads from the front as a company role model


  • Embraces change and provides support to customers, stakeholders and colleagues
  • Develops effective business networks to establish influential relationships with managers, peers and customers


"How I am in my job"

  • I demonstrate pride in the Iceland brand through my actions
  • I focus first on the customer offering
  • I make business decisions to deliver the pace and urgency required in others
  • I create and show positivity whilst accepting the reality of the situation
  • I openly and actively challenge myself and others to make things better
  • I create the business focus required in others

Specialised Skills & Knowledge

  • Ability to challenge and influence at Senior Management Level
  • Effective communication and stakeholder management
  • Analytical ability - robust judgement, commercial acumen and decision making
  • Credibility - consistent, competent, compassionate and committed
  • Coaching
  • IT literate

Required skills

  • Call Centre
  • Contact Centre
  • Customer Service
  • Team Leader
  • Team Management

Reference: 34831617

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