Contact Centre Manager

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

Job summary

A dynamic recruitment firm in Bristol is looking for a Contact Centre Manager to lead and develop a team of Advisors. This role involves managing the customer contact strategy and improving service delivery in a regulated environment. The ideal candidate will have experience in leading customer service teams, preferably in Financial Services, and be adept at using contact centre technologies. This hybrid position offers a competitive salary between £50k and £65k.

Qualifications

• Experience leading high-performing customer service teams within a regulated contact centre.
• Ability to manage both day-to-day operations and long-term strategies.
• Proven record of driving service improvement.

Responsibilities

• Leading and developing a team of 15 Advisors.
• Managing the customer contact journey map.
• Engaging with clients and internal teams.

Skills

Leadership

Coaching

Stakeholder management

Performance management

Communication

Tools

CRM

Telephony systems

Workforce Management (WFM)

Quality Assurance (QA) tools

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

As a Contact Centre Manager you will:

• 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

To be considered for the role of Contact Centre Manager, you must have:

• 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!