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

FindCore; Worsley; Sur place; GBP 40 000 - 50 000; Plein temps

Avantages offerts par ce poste

25% performance bonus

20 days holiday + bank holidays

HealthShield healthcare

Company pension

Employee discounts

On-site parking

Professional development

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Coaching

Performance management

Customer service

Call monitoring

KPIs and reporting

Team development

Communication skills

Scheduling & staffing

Complaint resolution

Outils

HubSpot CRM

CCaaS / Dialer

CRM reporting tools

Description du poste

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.

Salary

£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.

Benefits

• £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.
• Holiday purchase scheme.
• HealthShield healthcare cash plan.
• Company pension.
• Employee discounts.
• Health & wellbeing programme.
• Company events.
• Free on-site parking.
• Ongoing leadership and professional development.
• Opportunity to play a key role within a rapidly growing business.