Customer Service & Sales Manager (Call Centre) - 50k + 25% bonus

FindCore; Worsley; Presencial; GBP 40 000 - 50 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Performance bonus

Healthcare cash plan

Company pension

Team events

On-site parking

Holiday entitlement

Resumo da oferta

FindCore is assisting a fast-growing, customer-focused business with a Customer Service Manager & Sales – Call Centre role based in Manchester/Worsley. This hands-on leadership position oversees ~14 customer service advisors across sales and service teams, supported by two assistant managers, driving service levels, quality and commercial performance.

You will lead recruitment, onboarding and training, ensure regulatory and policy compliance, and use CRM and telephony data to optimise outcomes.

Qualificações

• Experience as a Customer Service Manager or similar in contact centres.
• Proven ability to coach and develop a team.
• Strong KPI, service level and performance reporting experience.
• Experience managing both inbound and outbound activity.
• Familiar with CRM data and telephony reporting.

Responsabilidades

• Lead day-to-day operation of a busy customer contact centre.
• Coach and develop a team of approximately 14 advisers.
• Set clear daily, weekly and monthly performance expectations.
• Monitor service levels, call quality, conversion and overall performance.
• Provide regular feedback and coaching after call listening sessions.
• Run QA activities including calibration and feedback sessions.
• Manage dialler campaigns, routing, queues and contact strategies.
• Analyse data to identify opportunities for improvement.

Conhecimentos

Customer service leadership

Call centre management

Coaching

KPIs reporting

Performance dashboards

Ferramentas

HubSpot CRM

CCaaS platforms

Descrição da oferta de emprego

Lead a busy contact centre team and shape the customer experience within a fast-growing, customer-focused business.

FindCore are thrilled to be assisting a fast-growing customer-focused business with the recruitment of a Customer Service Manager & Sales – Call Centre.

Permanent, full-time position based in Manchester / Worsley.

£40,000 – £50,000 depending on experience + performance-related bonus of up to 25% + additional benefits

This is a hands-on contact centre leadership role with responsibility for leading a team of approximately 14 advisors across a sales (reservations) team and a service team.

You will be supported by an Assistant Manager – Reservations and an Assistant Manager – Customer Service.

Key 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.

Requirements

• Previous experience as a Customer Service Manager, Contact Centre Manager, Call Centre Manager or similar.
• Proven experience managing and developing a contact centre team.
• Strong coaching and performance-management experience.
• Comfortable spending significant time listening to calls and working directly with advisors.
• Experience managing both inbound and outbound customer activity.
• Strong understanding of contact centre KPIs, service levels and performance reporting.
• Experience with cloud-based dialler or CCaaS platforms would be highly advantageous.
• Confident using performance dashboards, CRM data and telephony reporting.
• Strong complaint-resolution and customer service skills.
• Experience implementing quality assurance and coaching frameworks.
• Strong leadership, communication and organisational ability.
• HubSpot or comparable CRM experience would be beneficial.
• Experience with AI or speech analytics tools would be advantageous.
• £40,000 – £50,000 salary depending on experience.
• Performance-related bonus of up to 25%.
• Permanent, full-time position.
• 20 days' holiday rising with service, plus bank holidays.
• HealthShield healthcare cash plan.
• Company pension.
• Company events.
• Free on-site parking.
• Ongoing leadership and professional development.
• Opportunity to play a key role within a rapidly growing business.