Customer Operations Team Leader

UCC Coffee UK and Ireland; Milton Keynes; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading coffee services provider located in Milton Keynes is seeking a Customer Liaison and Call Centre Manager. You will be responsible for overseeing day-to-day operations in a busy call centre environment, ensuring exceptional customer service and team performance. Key responsibilities include managing a team of 14, monitoring service levels, and developing actionable objectives. Ideal candidates will have proven leadership skills and experience in a fast-paced technical setting. Flexibility for weekend and holiday work is required.

Qualifications

• Experience in managing a Customer Liaison and Call Centre team.
• Proficiency in evaluating performance metrics.
• Ability to work weekends and bank holidays as required.

Responsibilities

• Manage daily activities of the Customer Liaison and Call Centre teams.
• Monitor service levels and ensure customer satisfaction.
• Develop objectives and track performance data.

Skills

Call Centre management experience

Excellent customer service skills

Outstanding communication skills

Analytical skills for monitoring KPIs

Leadership and coaching

Tools

MS Office

Call centre software

Job description

As an organised individual with a passion to deliver first class customer service, you will be responsible for the day to day management of the Customer Liaison and Call Centre team, by monitoring and improving the quality and efficiency of services delivered to national account customers, through effective technical and people management skills to ensure call volumes and service level agreements are monitored and achieved.

The Role

• Develop objectives for the call centers day‑to‑day activities, monitor and evaluate all phone activity and ensure excellent customer service is delivered at all times
• Ensure Call Centre Operatives (team of 9) utilise the service management system fully, recording coffee machine location, contact details, opening hours, fault and priority of call
• Pro‑active approach to managing key accounts via the Customer Liaison team (team of 5)
• Promote the phone fix trouble shooting process and if no solution is available manage engineer scheduling in collaboration with the planning team
• Ensure all customer requests and emails are processed in a timely manner adhering to agreed service level agreements
• Proactively build, manage and motivate your team whilst driving continuous improvement
• Extract and interpret statistical data and track key performance indicators for your team and key customers
• Take ownership of problems, make decisions and resolve issues
• Create daily/monthly reports of customer escalations, analyse trends and share findings with the Service Operations Leadership Team
• Represent your area of the business and present relevant data/trends in bi‑weekly leadership meetings
• Analyse and manage resource requirements across the teams, to drive efficiency and maximise resource coverage

The Person

• Call Centre management experience gained in a fast paced technical environment
• Proven experience of leading teams inclusive of development/coaching, one‑to‑ones and performance management
• Experience presenting detailed data at a mid‑management level
• Excellent customer service skills with proven knowledge of evaluation metrics
• Outstanding communication and interpersonal skills
• Ability to work under pressure and handle challenging situations
• Proficient in MS Office and call centre software programmes
• Flexible approach to work (Required to work 1 in 5 weekends + occasional bank holiday cover)