Contact Centre Manager | London Central | Permanent
We have a fantastic opportunity for an experienced Contact Centre Manager to join our team based at our Central London location in Scrutton Street.
With strong experience and management in customer service, you will have an in-depth knowledge of operating in a multi-channel contact centre. The customer will be absolute forefront of your daily working activities.
Customer inquiries are related to making bookings, checking on service delivery, querying prices, complaints and anything in between. As such, our multi-skilled customer facing staff must be empowered to deliver first contact resolution whilst being mindful of standard operating procedures to deliver consistent levels of customer service.
You will have proven experience in managing, motivating, training, coaching and developing customer service teams operating in cross-functional roles in an omni-channel environment.
Previous experience in development and management of CRM, contact centre systems and technologies are all prerequisites. experience of change and transformation management alongside integrating smart contact technologies would be a definite benefit. With excellent presentation, communication and engagement skills at all levels, you will excel in a fast paced and pressurised environment. You will have the strong ability to prioritise your workload, whilst maintaining first class customer service delivery across your teams.
The successful candidate will head up our largest contact centre, based in central London, managing the customer services team working across our diverse portfolio of clients. The role ensures the consistent delivery of the end to end operational service through the effective support, supervision and development of the team. It ensures that the services delivered to our customers are of the required quality and within both service agreement and budget.
Contact Centre Manager | Call Centre | Customer Service | Team management | Personnel Management | Call Centre Management
Essential Requirements:
* Overseeing, motivating and leading an operation of 35 + CSAs and Team Leaders, maintaining a professional, high performing culture
* Ensuring consistent delivery of a professional and high quality customer contact experience across all channels including phone, email, web, live chat, video, social and other communications
* Providing leadership, development and coaching of agents - actively engaging and supporting the development of the team to ensure better performance and succession planning
* Contributing to the design, implementation and development of change software, programs and projects which impact the future contact centre strategy
* Carrying out regular 121s, developing a culture where training and development are part of the team, identifying actions and ensuring that skills and knowledge are developed effectively
* Building and maintaining effective internal and external stakeholder relationships
* Identifying and instilling best practice, processes and systems and driving continuous improvement
* Ensuring service SLAs and KPIs are reported, continually reviewed and expectations are met with optimum levels of quality and service delivery
* Dealing with and resolving escalated enquiries, and complaints
Person Specifications:
* Degree level or equivalent
* Previous experience managing a large contact centre team in a similar commercial environment is essential
What we offer:
Progression: We are a dynamic and focused business who are keen to invest in our people for the future.
Development: We want our team to develop, improve and grow and we want the succession planning for the future to be a key benefit of joining the City Sprint family.
Best opportunity in the courier market: Probably the best opportunity to make a difference for an organisation in our space at this level, we have created this role for the right person, make it you!
A job tailored to you: A complete hands on opportunity allowing you to create your own path to success.
Competitive salary: And benefits.
To support your application please include detail outlining why you feel you meet the criteria for this role.
Please state you current salary and expectation on application.
The closing date for applications is 8th November 2022
We do not require the assistance of agencies for this position -thank you in advance!
Additional Salary:
Pension, Medicash, Ride2Work, Childcare vouchers
About Our Company:
City Sprint deliver flexible, reliable, innovative and technology led courier and logistics services. As well as being the UK's leading same day distribution network, we have a range of UK Overnight and International and specialist services, including 1-hour delivery timeslots for retail, our Healthcare offer and even in-night deliveries.
Our investment in leading-edge technology and systems is what drives us, always with the goal of improving our customers' experience with us.
At the heart of our business are our people who are committed to providing the highest standards of customer care. Who our customers choose to partner with matters and we make it our ethos to always deliver excellence in the services we provide.
To always stay on top of our game, we employ the best talent with the right expertise and knowledge to support our customers and ensure that we continue to improve and grow.