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Contact Centre Manager
About the Role
A new and exciting opportunity has arisen for one of the UK’s fastest growing, disruptive retailers! In the past 12 months the business has grown 10-fold and continues to expand rapidly!
We are looking for an experienced Contact Centre Manger who has a background in setting up contact centres and mapping out a company’s strategic mission for its customer service.
Our client’s customer base is growing so quickly the challenge is to provide the same award-winning level of service and support without growing the customer service operation at the same fast pace!
*** The contact centre is presently in North London - this role will be based in our clients offices with hybrid working in the near future ***
In this role you will instil a performance culture across the team, working closely with trainers and compliance, to ensure service standards are upheld. The Contact Centre Manager will analyse service level trends and implement a number of change management and improvement programs, to ensure key regulatory objectives are reviewed regularly and achieved. You will have demonstrative experience of how you have created efficiencies by implementing changes to processes to drive proactive improvement of customer satisfaction, complaint management, quality, accuracy, and first contact resolution. You will have strong leadership skills, be able to inspire, coach and develop your team, ensuring they, and the department, reach their full potential.
In order to successful in this role the ideal candidate will have experience in setting up and developing a contact centre. You will also have experience of delivering exceptional Customer Service in a highly digital, forward-thinking business (preferably retail).