Contact Centre Manager

Brite Recruitment Ltd; Bristol; Hybrid; GBP 50,000 - 65,000; Full time

Job summary

A leading recruitment agency in Bristol is looking for a Contact Centre Manager to lead a team of 15 Advisors. This role involves coaching, developing team members, and driving service improvement in a regulated environment, ideally with experience in Financial Services. Apply today to join a dynamic company offering competitive salary and hybrid working options.

Qualifications

• Experience in a regulated contact centre environment, preferably in Financial Services.
• Ability to oversee both day-to-day team management and long-term strategy.
• Proven success in driving service improvement.

Responsibilities

• Lead, coach, and develop a team of approximately 15 Advisors.
• Own the customer contact journey map and promote continuous improvement.
• Act as the technical SME for contact centre platforms.

Skills

Leading high-performing customer service teams

Coaching and people development

Stakeholder management

Operational efficiency

Tools

Telephony

CRM

WFM

QA tools

Knowledge Systems

Job description

CONTACT CENTRE MANAGER

BRISTOL / HYBRID

£50-65k

Our client based in Bristol is looking to recruit a Contact Centre Manager to join their team on a full-time, permanent basis.

About the role

The Contact Centre Manager is responsible for direct line management of 15 Advisors and regular engagement with clients along with supporting the Customer Contact Director with leading the customer contact strategy.

Responsibilities

• Leading, coaching and developing a team of c15 Advisors to deliver against performance targets
• Owning the customer contact journey map, embedding continuous improvement throughout
• Leading client engagements from a day-to-day and escalation point
• Acting as the technical SME for contact centre platforms
• Building strong trusted relationships with clients and internal teams

Required skills & experience

• Experience leading high-performing customer service teams within a regulated contact centre environment, preferably Financial Services
• Preferably have experience with vulnerable customers
• Expert in coaching, people development and performance management
• Ability to be hands-on with the day-to-day team management whilst also involved in the long-term strategy
• Proven track record of driving service improvement and operational efficiency
• Expert in contact centre technologies, sourcing and implementing platforms including telephony, CRM, WFM, QA tools and Knowledge Systems
• Excellent stakeholder management and communication skills, experienced in collaborating closely with other departments.

Next steps

If you’re professional, hard-working and interested in becoming a Contact Centre Manager, apply today with your current CV!

Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren\'t contacted within 7 days, please assume your application was not selected.

Don’t miss out! Apply today!