Customer Support Centre Operations Manager

Boots UK; Nottingham; On-site; GBP 40,000 - 55,000; Full time

Job summary

Boots UK is seeking a Customer Support Centre Operations Manager in Nottingham. This pivotal role involves leading a team to drive operational excellence and enhance customer experience. The ideal candidate will possess strong leadership skills and a deep understanding of contact centre operations, ensuring the delivery of best-in-class processes. Join a company that values inclusivity and offers a range of benefits to support your growth.

Benefits

Boots Retirement Savings Plan

Discretionary annual bonus

Enhanced maternity/paternity/adoption leave pay

Flexible benefits scheme

Access to free, 24/7 counselling and support

Qualifications

• Strong leadership and interpersonal skills.
• Excellent understanding of contact centre operations.
• Great attention to detail and strong communication skills.

Responsibilities

• Lead a team of Team Leaders and manage performance.
• Drive operational excellence and customer experience.
• Oversee CSC performance metrics and implement improvements.

Skills

Leadership

Interpersonal skills

Attention to detail

Communication

Job description

Boots UK Nottingham, England, United Kingdom

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Boots UK Nottingham, England, United Kingdom

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Direct message the job poster from Boots UK

Talent Acquisition Partner - Central Operations, Commercial, Logistics and Warehousing

Recruitment Partner: Matt Haywood - [e-mail]

You'll be responsible for leading a group of Team Leaders within the Customer Support Centre, driving performance through a team of approximately 10 direct reports and indirect reporting relationships of around 350 advisors. The role is responsible for driving operational excellence, efficiencies, and delivering a world-class customer experience. Additionally, you will help spearhead an exciting transformation project that will revolutionise our way of working, elevate the team's capabilities and enhance overall service delivery.

About the role

Exceptional leadership will ensure colleagues and leaders are engaged and work collaboratively across the business. Ensuring delivery of colleague and customer centric, best in class, processes and practices as well as facilitating the delivery of all company initiatives that land in the Customer Support Centre.

• Managing the performance of the operation through 1:1s, coaching and holding to account Team Leaders
• Play an active role in developing and landing our new Contact Centre as a Service Solution
• Driving operational excellence, efficiencies, and a world class customer experience
• Dealing with ad-hoc issues as they arise and providing advice to Team Leaders in real-time
• Ownership of the CSC performance metrics; constantly striving for improvements
• Responsible for all team member behaviours - conducting disciplinary and appeal meetings where necessary
• Role models people leadership, developing great talent, creating a culture of learning to attract and retain the best people
• Provides clear leadership and direction for all direct team members, providing them with regular feedback, development, and training alongside working with training team to identify areas for improvement and skill gaps across the entire operation

What you’ll need to have

• Strong leadership and interpersonal skills
• An excellent understanding of a contact centre operation; the ways to manage in this environment, the metrics and measures
• Great attention to detail
• Strong written and verbal communication skills
• A clear focus on the customer and an understanding of customers’ needs

It would be great to have

• Experience in large scale transformation projects
• The ability to work under pressure, at a fast pace and make difficult decisions
• Logical, innovative and reasoned ways of thinking
• Boots Retirement Savings Plan
• Discretionary annual bonus
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
• Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at boots.jobs/rewards. Exclusions may apply, eligible roles only. Please note, any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate.

Why Boots

At Boots, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. As the heart of everything we do at Boots, with you, we change for the better.

What's next

Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Retail

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