Contact Centre Manager

Michael Page (UK); Bradford; Hybrid; GBP 57,000 - 60,000; Full time

Job summary

An established industry player is seeking two dynamic Contact Centre Managers to lead a multi-channel contact centre in the Bradford/Leeds area. This pivotal role involves motivating a team of leaders, ensuring high-quality customer interactions, and driving performance against business objectives. With a focus on continuous improvement, you'll implement new technologies and foster strong relationships with stakeholders. The position offers a competitive salary, a bonus structure, and a flexible hybrid working model, making it an exciting opportunity for those passionate about delivering exceptional customer service and leading teams effectively.

Benefits

Up to 10% bonus

Private healthcare

Up to 12% employer contribution pension

25 days holidays plus Bank Holidays

x4 life assurance

Qualifications

• Experience leading a contact centre function is essential.
• Knowledge of contact centre channels and technologies is required.

Responsibilities

• Lead and inspire a multi-channel contact centre supporting B2B & B2C customers.
• Identify areas for improvement to enhance customer satisfaction.

Skills

Leadership

Customer Service

People Management

Relationship Building

Contact Centre Technologies

Job description

• Contact Centre Manager
• Bradford / Hybrid Working

About Our Client

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.

Job 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 externally.
• Ensure customer contacts meet quality and regulatory requirements in line with regulations and business frameworks.
• Undertake root 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 KPIs within the contact centre to support business-wide objectives.

The Successful Applicant

• 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.

What's on 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.