Customer Service Manager

WEbook, Inc.; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading ticketing company is seeking a Contact Centre Manager to ensure ticket buyers receive excellent service. You will lead a team, monitor performance, and enhance operational efficiency. The ideal candidate has over 3 years of customer service management experience and strong leadership skills. This role is based in London and offers a dynamic work environment.

Qualifications

• 3+ years in customer service management, preferably in ticketing or live events.
• Strong leadership, coaching, and team management skills.
• Excellent communication and problem-solving skills.

Responsibilities

• Provide the best possible experience for ticket buyers.
• Set, monitor, and meet contact centre rota and performance targets.
• Manage the daily operation of the contact centre.

Skills

Customer service management

Leadership skills

Coaching abilities

Problem-solving skills

Tools

Contact centre tools

CRM systems

Job description

Overview

Oversee the contact centre to ensure ticket buyers receive the best possible experience while managing team performance and operational efficiency.

Key Responsibilities

• Provide the best possible experience for ticket buyers.
• Set, monitor, and meet contact centre rota and performance targets for efficiency and quality.
• Manage the daily operation of the contact centre, including coaching and motivating agents.
• Identify training needs and develop/deliver training material.
• Record statistics, user rates, and performance levels, preparing reports as required.
• Handle any matters requiring escalation.

Qualifications

• 3+ years in customer service management, preferably in ticketing or live events.
• Strong leadership, coaching, and team management skills.
• Excellent communication and problem-solving skills.
• Experience with contact centre tools and CRM systems.