Contact Centre Manager

Allen Associates; Oxford; Remote; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Flexible hours

Supportive environment

Transformative change

Job summary

Allen Associates is seeking a Contact Centre Manager to lead a customer service team, drive performance, and implement new systems across multiple channels, shaping service delivery.

You will design KPIs, monitor data, coach staff, collaborate with senior leaders, and promote a customer-centric culture while the role is remote with monthly visits to London.

Qualifications

• Proven experience in customer service management, ideally within a contact centre environment.
• Strong knowledge of implementing systems, KPIs, and quality assurance frameworks.
• Experience managing and developing a team, with a focus on engagement and performance improvement.
• Proficiency in using data and insight tools to monitor and improve operations.
• Familiarity with customer channels such as phone, email, and live chat, and experience adopting new technologies.

Responsibilities

• Leading the development and implementation of new systems, processes, and performance frameworks to enhance service delivery across multiple channels.
• Managing, coaching and developing a team of Customer Service Officers, fostering a positive and high-performance culture.
• Designing and delivering KPIs, service standards, and quality assurance frameworks to improve customer outcomes.
• Monitoring performance data and insights to identify opportunities for continuous improvement and efficiency gains.
• Collaborating with senior leadership to shape contact centre strategy and introduce new technologies.
• Maintaining excellent stakeholder relationships and ensuring compliance with service policies.
• Promoting a customer-centric approach and nurturing a motivated, engaged team.

Skills

Customer service leadership

Team coaching

Data-driven decision making

Performance management

Stakeholder management

Education

Leadership qualifications or training

Tools

Data/Insights tools

Job description

Contact Centre Manager
Are you an experienced customer service leader with a passion for transforming contact centres and driving operational excellence? If you thrive on implementing innovative processes and leading teams to high performance, this could be the role for you.

Contact Centre Manager Responsibilities

• Leading the development and implementation of new systems, processes, and performance frameworks to enhance service delivery across multiple channels.
• Managing, coaching and developing a team of Customer Service Officers, fostering a positive and high-performance culture.
• Designing and delivering KPIs, service standards, and quality assurance frameworks to improve customer outcomes.
• Monitoring performance data and insights to identify opportunities for continuous improvement and efficiency gains.
• Collaborating with senior leadership to shape contact centre strategy and introduce new technologies.
• Maintaining excellent stakeholder relationships and ensuring compliance with service policies.
• Promoting a customer-centric approach and nurturing a motivated, engaged team.

Contact Centre Manager Rewards

• Flexible working hours within a 37.5-hour week
• Access to a supportive and friendly working environment.
• Opportunity to lead transformative change and modernise customer service operations.

The Company

Our client is an education provider that values adaptability, collaboration, and continuous professional development. This is an inclusive environment for someone looking to develop their career in customer service leadership.

Contact Centre Manager Experience Essentials

• Proven experience in customer service management, ideally within a contact centre environment.
• Strong knowledge of implementing systems, KPIs, and quality assurance frameworks.
• Experience managing and developing a team, with a focus on engagement and performance improvement.
• Proficiency in using data and insight tools to monitor and improve operations.
• Familiarity with customer channels such as phone, email, and live chat, and experience adopting new technologies.
• Relevant qualifications in customer service, leadership, or systems implementation are advantageous.

Location

This is a remote position with the requirement to travel to London once a month.