You will be working for an organisation who were formed in 2003, based in the Birmingham City Centre. Our client is a not-for-profit organisation who provide improvement services to their specialist sector. As the Contact Centre Manager, you will be part of the management team, mentoring, coaching and leading a team of 8.
Benefits include 50% contribution towards car parking permit, 33 days holiday including the Bank Holidays, pension and the BHSF package.
As the Contact Centre Manager, you will be:
- Mentoring, coaching, leading and managing a team of 8, helping the team achieve or exceed their objectives and grow individually and as a team
- Ensuring queries, feedback, complaints and requests are followed through to resolution
- Analysing statistics and compiling accurate reports, to develop service procedures, policies, and standards
- Interviewing, recruiting and providing training and development support to the team
- Continuously improving standard responses including automatic communications, website contact, template letters and telephone messages
As the Contact Centre Manager, you will have:
- Previous experience working within a membership, insurance or trade union organisation, however, this is not essential
- Proven, demonstrable and successful background of leading customer service teams
- Previous experience managing performance management to maintain operational standards
- The ability to challenge and influence with the leadership skills needed to drive continuous improvement
- Experience in providing training and development support
- You may have experience of the following: Customer Service Manager, Contact Centre Leader, Customer Service Leader, Operations Leader, Training and Development Manager, Client Relationship or Membership Manager
As the Contact Centre Manager, the salary will be circa £30,000 per annum depending on experience plus a fantastic range of benefits.