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Contact Centre Manager- Interim 12 months

Contact Centre Manager- Interim 12 months

Posted 19 April by Hadrians Recruitment Easy Apply Ended

Role: Customer Service Manager (Interim circa 6 months)

Location: County Durham

Salary Band: £34,141 - £39,102 (pro-rata)

Reporting to the Head of Customer Experience and Marketing, your role will be to manage the Customer Services Team within our Contact Centre to deliver an excellent customer experience ensuring all services are accessible, instant and personalised, ensuring all channels are utilised.

Key responsibilities include:

  • Displaying inspirational management that drives the desired organisation culture and enables and encourages your staff to contribute and continuously improve
  • Driving a performance focused approach meeting set standards and striving for continuous improvement
  • Champion a relentless focus on customers, providing an excellent customer experience at all times
  • Ensuring compliance with all legal, regulatory and statutory requirements governing areas of responsibility

Key skills required:

  • Proven track record of delivering a high quality, high volume customer led service within a contact centre
  • Experience of managing teams who deal with customers via various channels
  • Knowledge and experience of housing services and/or public sector, policy, procedures and best practise would be an advantage
  • Experience of customer involvement/participation
  • Experience of developing and implementing policy and procedures
  • Experience of managing the performance of teams and addressing under-performance
  • Experience of managing the maintenance and continuous improvement of IT systems to support service delivery. Experience of Mitel would be an advantage.

Required skills

  • Contact Centre
  • Continuous Improvement
  • Customer Service
  • Management
  • Public Sector

Reference: 34709859

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