Senior Contact Centre Leader: Maternity Cover

Activate-Learning-1; Reading; On-site; GBP 38,000 - 48,000; Full time

Benefits offered by this job

Competitive holiday

Excellent pension

On-site facilities

Job summary

Activate Learning is seeking a Deputy Contact Centre Manager to lead the Reading College contact centre, reporting to the Group Contact Centre manager. The role focuses on delivering outstanding customer experiences, coaching advisers, and ensuring targets and quality standards are met.

It is a full-time maternity cover role based on-site at Reading College. You will guide the team to provide admissions services, support with inquiries and enrolments, and contribute to continuous improvements in

Qualifications

• Proven leadership experience within a customer service environment.
• Experience in a contact centre setting is advantageous.
• Strong organisational and performance-management skills.

Responsibilities

• Manage KPIs: telephone service rates, handle time, first point resolution, service levels, satisfaction.
• Handle complaints and resolution.
• Monitor calls and ensure compliance.
• Produce reporting and analysis on performance.
• Manage staff resources and provide coaching and training.
• Recruit staff and implement performance management processes.
• Support inbound enquiries, applications and enrolments.

Skills

Leadership

Customer service

People management

Analytical thinking

Communication

Job description

Activate Learning is seeking a Deputy Contact Centre Manager to lead the Reading College contact centre, reporting to the Group Contact Centre manager. The role focuses on delivering outstanding customer experiences, coaching advisers, and ensuring targets and quality standards are met.

It is a full-time maternity cover role based on-site at Reading College. You will guide the team to provide admissions services, support with inquiries and enrolments, and contribute to continuous improvements in