Senior Customer Care Manager

Currys plc; London; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading UK tech retailer, Currys plc, is seeking a Senior Customer Interaction Manager at their London Campus. This role focuses on enhancing customer experience through strategic management of contact centre operations and regulatory compliance. Join a passionate team and support the growth of one of the UK's top mobile network operators.

Benefits

Private medical insurance

Life assurance

Staff discounts and offers

Qualifications

• Experience in customer service and regulatory complaints management.
• Understanding of contact centre operations and KPIs.
• Proven ability to set qualitative KPIs and build high-performing teams.

Responsibilities

• Develop and implement customer interaction channel strategy.
• Manage relationships with retained teams and customer contact partners.
• Lead a team to analyze insights and identify process improvements.

Skills

Customer service

Regulatory complaints management

Team management

Communication

Interpersonal skills

Job description

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Currys London Campus at Waterloo (LHO004)

Permanent

Full Time

Grade 5

We’re iD Mobile, one of the UK’s leading mobile virtual network operators. Launched in May 2015, we serve over 1.8 million Pay Monthly customers with a range of feature-packed plans, from Pay-as-you-go and SIM-only deals to the latest smartphones from major manufacturers.

We are seeking a Senior Customer Interaction Manager to develop and execute a contact centre strategy aligned with iD Mobile’s overall business goals. This role involves managing operational relationships to ensure an exceptional customer experience across all contact channels. You will collaborate with our partner manager and contact centre operations to set and meet KPIs related to customer service, social media, complaints, sales, and retention channels.

The team will support escalation resolution, incident management, and change delivery, and will create and maintain processes, policies, and training to empower agents for first contact resolution. You will also ensure compliance with regulatory requirements concerning complaints, vulnerable customers, and sales processes.

Please note that the person in this role is expected to travel to South Africa twice per year and to Preston/Warrington (UK) up to four times per year.

Key Responsibilities:

• Develop and implement the customer interaction channel strategy to maximize first-time resolution and customer satisfaction.
• Manage relationships with retained teams, customer contact partners, and partner management.
• Collaborate with Commercial, Retention, Trading, Marketing, and CRM teams to meet commercial targets.
• Create and oversee resource and budget plans, including contact centre forecasting in coordination with Currys and vendor planning teams.
• Enhance complaints management, ensure regulatory compliance, and reduce exposure to Ombudsman and Ofcom complaints.
• Lead a team to analyze insights and identify opportunities for process, policy, and training improvements.
• Work with the customer experience team to identify, plan, and implement communication strategies, addressing customer pain points and improving journeys.

Requirements:

• Experience in customer service and regulatory complaints management.
• Understanding of contact centre operations and KPIs related to sales and service.
• Proven ability to set qualitative KPIs and build high-performing teams.
• Experience managing outsourced partners.
• Team management experience, including developing colleagues.
• Strong communication and influencing skills at senior levels.
• Excellent interpersonal skills.

Our people are our greatest asset. We offer benefits such as:

• Private medical insurance
• Life assurance
• Staff discounts and offers

We support your growth and career development. Join our talented iD Mobile team and unleash your passion at one of the UK’s leading tech retailers.