Customer Resolutions Manager (Contact Centre)

CCMA - Call Centre Management Association; North East; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

25 days annual leave

Volunteer days

Carers leave

Job summary

CCMA - Call Centre Management Association in Durham is seeking a Customer Resolutions Manager to build and lead a new resolutions team, delivering outstanding customer outcomes from day one.

The role begins with a four-week training programme, then moves to a hybrid pattern with 2–3 days in the office and the rest remote, supported by coaching and strong collaboration with stakeholders as the operation scales.

Qualifications

• Proven experience leading resolutions/complaints teams within a contact centre, customer service or operational environment.
• Strong people leadership skills with a passion for coaching, mentoring and developing others.
• Experience managing performance, service levels and customer-focused outcomes.
• Excellent communication and stakeholder management skills. The ability to create an engaged, motivated and inclusive team culture.
• Strong organisational skills with the ability to balance people, customer and operational priorities.

Responsibilities

• Leading, motivating and developing a team of Resolution Case Handlers to deliver excellent customer complaint outcomes.
• Creating an engaging team culture through regular team meetings, one-to-ones, coaching and wellbeing support.
• Managing team performance against service levels, quality standards and customer expectations.
• Supporting colleagues through feedback, coaching and development conversations to help them succeed.
• Overseeing people management activities, including absence management, HR processes and performance discussions.
• Building strong relationships with internal stakeholders and recruitment agency partners to support the growth of the operation.

Skills

People leadership

Coaching

Stakeholder management

Customer service excellence

Job description

Are you passionate about developing people, delivering outstanding customer experiences, and building a high-performing resolutions team from the ground up?

We’re looking for a Customer Resolutions Manager to join our contact centre operation in Durham. The appointment is for an initial 6 month period with the potential for an extension/permanency. This is an exciting opportunity to play a key role in establishing and shaping a new team, leading a group of Resolution Case Handlers and helping create a positive, customer-focused culture from day one.

You’ll be joining a growing operation with ambitious plans for expansion, where people come first. Working closely with colleagues, leadership teams and agency partners, you’ll help develop, motivate and support your team to deliver exceptional customer outcomes while fostering a collaborative and engaging working environment.

The role requires you to be available for an initial four-week training programme, Monday to Friday from 9:00am to 5:00pm. The training will combine learning with job shadowing to ensure you feel fully supported and confident in the role. Once you have completed the training and is considered competent to work independently, you will move to a hybrid working arrangement, with 2–3 days each week working from the office and the remaining days working from home.

What you will be doing:

• Leading, motivating and developing a team of Resolution Case Handlers to deliver excellent customer complaint outcomes.
• Creating an engaging team culture through regular team meetings, one-to-ones, coaching and wellbeing support.
• Managing team performance against service levels, quality standards and customer expectations.
• Supporting colleagues through feedback, coaching and development conversations to help them succeed.
• Overseeing people management activities, including absence management, HR processes and performance discussions.
• Building strong relationships with internal stakeholders and recruitment agency partners to support the growth of the operation.

What you’ll bring:

• Proven experience leading resolutions/complaints teams within in a contact centre, customer service or operational environment.
• Strong people leadership skills with a passion for coaching, mentoring and developing others.
• Experience managing performance, service levels and customer-focused outcomes.
• Excellent communication and stakeholder management skills.The ability to create an engaged, motivated and inclusive team culture.
• Strong organisational skills with the ability to balance people, customer and operational priorities.

It would be great if you had:

• Experience supporting the launch, growth or transformation of a contact centre operation.
• Experience managing temporary or agency-supplied colleagues.
• Knowledge of workforce planning or resource management within a customer service environment.

Location:Durham
Security Clearance:BPSS
Term: 6 month FTC
Salary:£33,000
Security Clearance:BPSS
Internal Recruiter:Rachel
Benefits:Benefits:25 days annual leave with the choice to buy additional days, paid volunteering days and carers leave, 4 x death in service life assurance and pension.

Webelieve that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly,

Loved reading about this job and want to know more about the sector?

Our Specialist Private Sector team are experienced in a range of different markets including Banking, Insurance, Retail, Travel, Transport and Utilities. We help our customers develop, deliver and operationalise their digital transformation strategies. We work in true partnership with our customer, gaining a deep understanding of their business and technology issues.

Our capabilities and credentials across Private Sector markets enable the design, delivery and management of business transformation programmes. We help our clients respond to changing customer demands, keep ahead of the competition, and safeguard their systems from evolving business and technology risks.

Come and join us!

We embrace difference as a source of creativity, innovation and competitive advantage and are striving to become a more diverse organisation. We welcome applications from people with a diverse variety of backgrounds and identities. We are committed to equality of opportunity for all and do not discriminate on the basis of race, religion, colour, gender, age, disability, sexual orientation or marital status. We havepartnered with Vercida, the UK’s largest diversity and inclusion focused careers site, where all our vacancies are available in an accessible format.

If you require any adjustments to the recruitment process, to enable you to perform to the best of your ability, please let us knowwhen completingyour application. We participate in the Disability Confident scheme and are committed to offering an interview to any candidate with a disability, who meets the minimum criteria for the role. If you believe this could apply to you, please let us know when completing your application.