Customer Service Manager (CEX)

About the Role

We are on the lookout for a passionate and dynamic Customer Service Manager, with a proven track record of strategically leading successful CEX Contact Centre service teams to consistently achieve high performance.

Leading a high performing service operation the successful individual will be overseeing the day to day performance, mentoring, coaching and providing inspirational leadership to ensure service success in this very busy & fast paced operation. You will mentor your senior managers, developing them and be the motivational lead having overall responsibility for ensuring the success of the service & assist with the business development of their digital transformation process through the development of a high-performance culture.
You will be responsible for:

  • Leading, developing, motivating and inspiring a growing team of Team Managers and their teams to ensure KPI’s and CSAT scores are achieved
  • Full accountability of the Contact Centre operation, reporting into the Head of Operations
  • Full strategic CEX responsibility and will be responsible for creating plans to meet financial targets
  • Working with the Resource Planning, Recruitment and Training teams you will ensure you have enough of the correctly skilled and trained team members to achieve business KPI's & senior strategy plans for the business.
  • High paced environment ability to really help drive the company and develop the new emerging talent
  • Commercial awareness is vital.
You will be a seasoned Contact Centre leader who is looking for a challenging role in a progressive, forward-thinking organisation.

Please contact Matt Affron 07753432891 /

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constantly on the hunt for the best candidates