Customer Ops Team Lead - Call Center Excellence

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

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.