Contact Centre Manager

Up to £38,000 (dependant on experience)

Our Customer Remote Contact Centre are looking for a Customer Service Manager to join them. This is an up to 12 month opportunity.

 The successful candidate will be responsible for leading, coaching and inspiring a team of customer focused Telephone Advisors, who deliver a first class experience to our diverse range of customers, whilst responding to their queries efficiently and accurately.

 Being passionate about leading people, setting a customer service focused vision and delivering high standards are key responsibilities as well as making sure the team are equipped to be subject matter experts while providing a professional, effective and personal service to all our customers. Coaching, developing and ensuring the team grow and achieve their own personal development goals will be important.

 The role will also include ensuring the team are available to answer customer enquiries in a timely manner to meet our department service levels, whilst adhering to Group processes, including verification and application processing.

 Other responsibilities include being a point of referral for all Contact Centre advisors, in particular with complaint management, support resolution and coaching for improvement. There are responsibilities of leading and owning champion roles, such as (but not exhaustive of) being the point of contact for overall performance in the contact centre or recruitment. 

• 28 days holiday a year plus bank holidays and a holiday buy/sell scheme
• Annual discretionary bonus scheme
• Personal pension with matched contributions
• Maternity, paternity and shared parental leave
• Extensive wellbeing support
• Life assurance (6 times annual salary)

We reserve the right to close this advert early if we receive a high volume of suitable applications.

For this role you’ll be customer focused, resilient and the ability to work effectively in a team and support your peers. You’re a confident, positive leader with the ability to support your team, handle complex situations and deliver difficult messages when needed.

This opportunity is a shifted, operational role based in our Binley, Coventry office, working across the full operating hours between 8am-7pm Monday-Friday, Saturday and Sunday 9am-5pm. A hybrid working arrangement is in place with at least 2 or 3 days onsite required. What this looks like will be discussed during the recruitment process.

We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role.

We’re proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.

We are currently receiving a high number of applications for our roles and, while we review each one carefully against the advertised criteria, unfortunately we're unable to provide individual feedback. We will contact shortlisted candidates directly.