Customer Resolutions Manager (Contact Centre)

Sopra Steria Limited; Deutschland; Hybrid; EUR 35.000 - 42.000; Vollzeit

Benefits dieser Stelle

25 days annual leave

Volunteer days

Carer's leave

Death in service life assurance

Pension

Zusammenfassung

Sopra Steria Limited in Durham is seeking a Customer Resolutions Manager to build a new team of Resolution Case Handlers within a growing contact centre operation. The role starts with a four‑week training programme, 9:00 to 17:00, Monday to Friday, and an initial six‑month FTC with potential extension to permanency.

You will lead, coach and develop the team, drive service levels and customer outcomes, and collaborate with stakeholders and agency partners as the operation scales.

Qualifikationen

• Proven experience leading resolutions/complaints teams in contact centres or similar environments.
• Strong communication and stakeholder management skills.
• Experience launching or transforming a contact centre operation.

Aufgaben

• Leading, motivating and developing a team of Resolution Case Handlers to deliver excellent customer complaint outcomes.
• Creating an engaging team culture through regular team meetings, coaching and wellbeing support.
• Managing team performance against service levels, quality standards and customer expectations.
• Supporting colleagues through feedback, coaching and development conversations to help them succeed.
• Overseeing people management activities, including absence management and HR processes.
• Building strong relationships with internal stakeholders and agency partners.
• Proven experience leading resolutions/complaints teams within a contact centre environment.
• Strong organisational skills balancing people, customer and operational priorities.
• Experience supporting launch, growth or transformation of a contact centre operation.

Kenntnisse

Team leadership

Coaching

Stakeholder management

Performance management

People development

Jobbeschreibung

Are you passionate about developing people, delivering outstanding customer experiences, and building a high-performing resolutions team from the ground up? We're looking for a Customer Resolutions Manager to join our contact centre operation in Durham. The appointment is for an initial 6 month period with the potential for an extension/permanency. This is an exciting opportunity to play a key role in establishing and shaping a new team, leading a group of Resolution Case Handlers and helping create a positive, customer-focused culture from day one. You'll be joining a growing operation with ambitious plans for expansion, where people come first. Working closely with colleagues, leadership teams and agency partners, you'll help develop, motivate and support your team to deliver exceptional customer outcomes while fostering a collaborative and engaging working environment. The role requires you to be available for an initial four-week training programme, Monday to Friday from 9:00am to 5:00pm. The training will combine learning with job shadowing to ensure you feel fully supported and confident in the role. Once you have completed the training and are considered competent to work independently, you will move to a hybrid working arrangement, with 2-3 days each week working from the office and the remaining days working from home.

• Leading, motivating and developing a team of Resolution Case Handlers to deliver excellent customer complaint outcomes.
• Creating an engaging team culture through regular team meetings, one-to-ones, coaching and wellbeing support.
• Managing team performance against service levels, quality standards and customer expectations.
• Supporting colleagues through feedback, coaching and development conversations to help them succeed.
• Overseeing people management activities, including absence management, HR processes and performance discussions.
• Building strong relationships with internal stakeholders and recruitment agency partners to support the growth of the operation.
• Proven experience leading resolutions/complaints teams within in a contact centre, customer service or operational environment.
• Strong people leadership skills with a passion for coaching, mentoring and developing others.
• Experience managing performance, service levels and customer-focused outcomes.
• Excellent communication and stakeholder management skills.
• The ability to create an engaged, motivated and inclusive team culture.
• Strong organisational skills with the ability to balance people, customer and operational priorities.
• Experience supporting the launch, growth or transformation of a contact centre operation.
• Experience managing temporary or agency-supplied colleagues.
• Knowledge of workforce planning or resource management within a customer service environment.

Location: Durham Security Clearance: BPSS Term: 6 month FTC Salary: £33,000 Security Clearance: BPSS Internal Recruiter: Rachel Benefits: Benefits: 25 days annual leave with the choice to buy additional days, paid volunteering days and carers leave, 4 x death in service life assurance and pension.

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