Contact Centre Manager


  • £25000 - £28000 per annum
  • Posted: 30/11/2016
  • Swindon
  • Job Ref: 748100301
  • Permanent

Job Details

Would you like to work for one of the UK's largest utility companies? Do you have previous experience of managing Call centre operatives or staff who have worked within a targeted environment? If your answer is yes then read on!

It's an exciting time to be working in our revenue customer service team as we continue on our journey to being a leading water retailer. We're committed to being here for customers and we know it's not just what we do but how we do it. We're investing in our operational business and investing in our people that deliver what matters to our customers.

The Revenue Contact Centre Team Manager will inspire, lead, coach and develop a team of 12 contact centre agents dealing with front line customer enquiries. Are you seeking a role where you can make a difference? Do you have experience in supporting or managing a call centre or contact centre? Do you have a proven track record of developing and managing people? If Yes then read on!

The role of the Revenue Contact Centre Team Manager will involve:

Delivering high levels of customer satisfaction and first contact resolution through a team of dedicated agents.

Being responsible for managing complex enquiries and expressions of dissatisfaction that cannot be resolved to the customers satisfaction at the first point of contact, preventing these from escalating into complaints and where possible resolving these immediately.

Taking responsibility for driving continuous performance improvement and development of all team members through building skills coaching, knowledge and overall competence, ensuring personal development plans are in place and regularly reviewed.

Being accountable for delivering and evidencing robust performance management practices within your team, developing a coaching culture with positive performance and behavioral results.

Planning and prioritising ever changing workloads calmly and professionally to ensure all required deadlines are regularly achieved.

Driving process improvements through reliable root cause analysis of contact drivers, customer and staff feedback, leading to time bound action plans that deliver productivity, quality and cost to serve benefits.

Being able to perform well under pressure by using sound judgement to make the right decision.

What skills are we looking for?
First and foremost we need people that are passionate about customers as they are our number one priority, so if you share this passion we want to hear from you.

The successful Revenue Contact Centre Team Manager will be dedicated to providing exceptional customer service. Previous call centre customer care management, preferably in a quality or customer care environment is beneficial. You will have a high standard of accuracy and attention to detail, excellent oral, written and interpersonal communication, listening and analytical skills. We are keen to see candidates with strong knowledge of customer care processes and techniques ideally with demonstrated ability to work well in a team environment you will have exceptional customer service skills and able to manage complaints confidentially and to tight deadlines/SLAs.

You will be proficient to intermediate level with Microsoft Office applicants namely, Word, Excel and PowerPoint. In this role the successful candidate will be tenacious, focused, resilient, results orientated and able to respond to changing business conditions in a fast-moving environment.

Company information & Salary
This role is based in Swindon, Wiltshire. Working hours are on a rotational basis between 8am-8pm & 1 in 4 Saturdays 8am-1pm. You may also be required to work additional hours as required by the business.

We are offering a salary of up to £28,000, depending on skills and experience. In addition we have a range of benefits including an excellent contributory pension scheme, childcare vouchers, season ticket loans and paid volunteering days.

The closing date for applications is 14th December 2016