Senior Contact Centre & Customer Experience Lead

AQA Education; Manchester; Hybrid; GBP 53,000 - 61,000; Full time

Job summary

A leading educational organization in Manchester seeks a Senior Manager for Customer Services. You will oversee the customer services contact center, ensuring operational efficiency and exceptional service for schools and students. The role requires strong leadership and a focus on team development, with a hybrid work model that includes at least two days in the office. Competitive salary between £53,000 and £61,000 is offered.

Benefits

Private medical insurance

Pension scheme (up to 11.5% employer contributions)

25 days annual leave plus holidays

Qualifications

• Proven ability to deliver business results through others.
• Experienced in managing customer-focused service departments.
• Familiar with contact centre technologies and performance metrics.

Responsibilities

• Lead day-to-day operations of the customer services contact centre.
• Drive strategic initiatives that enhance customer experience.
• Mentor and develop Team Managers.

Skills

Strong leadership skills

Customer-focused

Change management

Problem-solving

Knowledge of KPIs and Metrics

Job description

A leading educational organization in Manchester seeks a Senior Manager for Customer Services. You will oversee the customer services contact center, ensuring operational efficiency and exceptional service for schools and students. The role requires strong leadership and a focus on team development, with a hybrid work model that includes at least two days in the office. Competitive salary between £53,000 and £61,000 is offered.