Customer Service Operations Manager

Fibrus Networks Ltd; Belfast City District; Sur place; GBP 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Mental health workshops

Professional development support

Private healthcare

Résumé du poste

Fibrus, based in Belfast, is seeking a Customer Service Senior Operations Manager to oversee our contact centre across channels and to deliver strong operational performance and customer experience.

You will coach Team Leaders, drive change programmes, and partner with People and Culture to recruit, align with policy, and implement process improvements. A focus on reducing contact rates and churn while boosting retention will be essential.

Qualifications

• Proven experience managing a contact centre and first line managers.
• Experience leading teams within a contact centre environment.
• Experience in reducing contact rates into a contact centre.
• Experience with multiple contact channels (voice, chat, messaging, social).
• Experience in driving complaints reduction & providing insights on business improvement.
• Experience developing and implementing customer retention strategies, reducing customer churn and improving loyalty through data-led decisions.
• Promote an inclusive culture built on respect and diversity.
• Experience in Telco market is desirable.

Responsabilités

• Provide leadership, development and coaching of Team Leaders and Agents.
• Work with People and Culture to recruit and align with policies.
• Contribute to design and implementation of Change Programmes and Projects.
• Carry out regular 121’s and development of training.
• Ensure effective communication and gather customer insight to enhance experience.
• Embed a performance culture and review processes to meet targets.
• Build and maintain stakeholder relationships.
• Drive continuous improvement across processes and systems.
• Maintain open channels for communication and root cause analysis.
• Collaborate with Resource Planning to develop effective plans.
• Ensure service and sales targets, SLAs and KPIs are met.
• Lead retention initiatives to maximise revenue and reduce churn.
• Review management information and implement improvements across the contact centre.

Connaissances

Leadership

Coaching

Team development

People management

Communication

Stakeholder management

Change management

Process improvement

Data analysis

Retention strategies

Outils

CRM systems

Description du poste

JOB TITLE: Customer Service Senior Operations Manager

JOB LOCATION: Belfast (NI)

TERMS: Permanent

The Customer Service Operations Manager will be responsible for ensuring the contact centre delivers strong operational performance and an excellent customer experience across multiple contact channels. You will lead and develop Team Leaders and the rest of the team to deliver consistently high standards of customer service, achieve service targets, and drive customer retention. You will create an inclusive and supportive culture where colleagues feel valued, respected and empowered to develop and perform at their best. You will also play a key role in implementing strategic change, improving processes, reducing contact rates and complaints, and using customer insight and performance data to identify opportunities for continuous improvement.

WHAT WILL YOU BE DOING?

• Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning.
• Work with the People and Culture team to drive the recruitment and selection of Team Leaders and Advisors, ensuring alignment with company policies and culture.
• Contribute to the design and implementation of Change Programmes and Projects which impact the contact centre
• Carry out regular 121’s, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
• Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.
• Building and maintaining effective internal and external stakeholder relationships
• Identifying and instilling best practice, processes and systems and drive continuous improvement environment.
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved
• Ensures service and sales targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
• Lead and drive customer retention targets and performance, identifying opportunities to upsell and cross-sell products and services, maximise revenue from existing customers and reduce churn through targeted retention strategies and a strong customer experience.
• Review management information and make suggestions, recommendations as to improvements across the contact centre.

Your profile

WHAT WILL YOU BRING?

• Proven experience of managing a contact centre and first line managers. Able to develop and nurture improved performance across sales and service. Excellent communication, engagement and development of people skills.
• Significant experience leading teams within a contact centre environment
• Demonstrable experience in reducing contact rates into a contact centre
• Experience with multiple contact channels such as; voice, chat, messaging and social
• Experience in driving complaints reduction & providing insights on business improvement
• Demonstrable experience in developing and implementing customer retention strategies, reducing customer churn and improving customer loyalty through data-led decisions, effective coaching and continuous improvement.
• Promote an inclusive culture built on respect, valuing diversity and ensuring all colleagues feel supported, respected and empowered.
• Experience in the Telco market is desirable.

Why us?

At Fibrus, we put our people first! As award winners in Advancing Diversity in the Workplace at the 2023 Women in Business awards and having recently been awarded the Investors in People ‘We invest in People’ standard accreditation, we are proud to be a company who encourage colleagues to do and be their very best. Our culture is focused on trust, collaboration, growth, and flexibility.

We invest in our people, offering colleagues benefits that improve their personal lives as well as their careers! So along with competitive salaries and an excellent benefits package, we also offer our colleagues benefits including mental health workshops, professional development support and private healthcare. We also recognise the importance of supporting our colleagues with life changes and have comprehensive policies around menopause, mental health, pregnancy loss and leave for maternity, parental and adoption.

As we continue to grow, you would be joining a team of dedicated and passionate people who work super hard every day to improve the lives of those in our own communities by transforming the digital infrastructure of Northern Ireland and Great Britain!

We’re building something special at Fibrus, with our team at the very heart of it and we are excited to speak to potential colleagues who share our purpose!

IS FIBRUS FOR ME?

At Fibrus Limited, we recognise the positive value of diversity, promote equality and challenge unfair discrimination. We are an equal opportunities employer and always aim to recruit the person who is most suited to the job, welcoming people of all backgrounds. We particularly encourage applications from women, under-represented genders, individuals with disabilities, and under-represented ethnicities. We’re happy to discuss flexible working - there is no obligation to raise this at the application stage but if you wish to do so, you are welcome to.

All offers of employment with Fibrus will be subject to the satisfactory completion of pre-employment checks which may include all or some of the following: references, right to work, criminal record history, professional qualifications.

Fibrus Limited, Fibrus ISP, Hyperfast and Viberoptix, belong to the Infracapital group of companies. We will retain your information, for the purposes of recruitment, for a period of up to 12 months. We may also share your information with our partner organisations for the purposes of recruitment. Please email [e-mail] if you do not wish us to retain your information or do not wish for us to share your information.