Customer Service & Call Centre Manager - Lead & Grow

FindCore

Worsley

On-site

GBP 40,000 - 50,000

Full time

2 days ago

Be an early applicant

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

25% performance bonus

20 days holiday + bank holidays

HealthShield healthcare

Company pension

Employee discounts

On-site parking

Professional development

Job summary

FindCore is recruiting for a Customer Service Manager & Sales – Call Centre to lead a busy contact centre in Manchester / Worsley. You'll manage ~14 advisors across sales and service, coaching them to meet KPIs and quality targets in a hands-on leadership role.

You'll work with an Assistant Manager – Reservations and an Assistant Manager – Customer Service, driving customer experience and commercial performance while ensuring regulatory and policy compliance.

Qualifications

Experience as Customer Service Manager or Call Centre Manager.
Proven ability to lead and develop a contact centre team.
Strong coaching and performance-management experience.
Comfortable analyzing calls and coaching from feedback.
Experience with inbound and outbound activity.
Familiar with contact centre KPIs and reporting.
Experience with CRM tools (HubSpot preferred).
Experience with QA frameworks and coaching processes.

Responsibilities

Lead the day-to-day operation of a busy customer contact centre.
Manage, coach and develop a team of approximately 14 customer service advisors.
Set clear daily, weekly and monthly performance expectations.
Monitor customer service levels, call quality, conversion and overall team performance.
Listen to calls and deliver regular one-to-one coaching and feedback.
Develop structured coaching plans to improve individual performance.
Run quality assurance activity including call listening, calibration and feedback sessions.
Monitor inbound and outbound call activity and ensure appropriate customer coverage.
Manage dialler campaigns, call routing, queues and contact strategies.
Analyse advisor, campaign and customer data to identify opportunities for improvement.
Maintain accurate CRM information and ensure team activity is properly recorded.
Manage complaints and escalated customer issues professionally.
Support recruitment, onboarding and training of new advisors.
Manage rota planning, staffing levels and schedule adherence.
Work closely with senior operations leadership to improve customer experience and commercial performance.
Maintain high standards of regulatory, legal and internal policy compliance.