Contact Centre Manager

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Established over 30 years ago here at Lifeplus our mission is to be the world leader in holistic wellbeing by helping millions of people to unlock the wellness within them.

We manufacture and distribute high quality nutritional supplements directly to our customers all over the world. We are proud to have a team of enthusiastic customers and colleagues who are all dedicated to creating a legacy of wellbeing.

At Lifeplus we celebrate and embrace diversity and we believe that our success comes from creating a caring and fun community.

Job Purpose:

Reporting to the Director of Customer Care & Transformation, working in synchronisation with the Planning team to lead and manage service delivery and performance of the multi-channel European customer care contact centre operation. To deliver high levels of customer satisfaction (CSAT) and response time service levels to the agreed targets on all voice and non-voice channels.

Collaborating with the Planning team and Customer Care Quality & Training team you will be responsible for implementing the customer care strategy to deliver a unique, engaging, inspirational service through low effort customer interactions to build loyalty.

The role will include but is not limited to:

1. Lead, manage and develop Operations Managers, Team Leaders working with HR & L&D to build a strong capable team with succession planning, resulting in: Highly effective team leaders with exemplary coaching skills, proactive managers who can take an adept, proactive structured approach to managing change and business opportunities, challenges and risks, succession planning and talent management.
2. Inspire and motivate the team to be passionate about delivering the strategy “a unique, engaging, inspirational service.”
3. Create a positive customer centric culture and give clear direction through effective communication.
4. Have overall accountability and responsibility to meet all the KPI targets across all channels.
5. Identify underlying issues in performance and manage actions through to resolution stage.
6. Improving customer experience and customer satisfaction (CSAT) within the Operations team by understanding causal factors, failure points, trends and issues within the interactions and the provision of the service.
7. Increasing stability through standardisation, embedding consistency in process and operating methodology working with Planning and Quality and Training.
8. Identify and work on ways to improve performance.
9. Working closely with the Planning team to manage the costs of the operation to maintain levels of efficiency and productivity.
10. Work as a part of the senior team to identify opportunities, risks, issues and operational plans designed to meet the customer care strategic goals.

Candidate Profile:

1. Highly developed leadership skills with a proven track record of leading, coaching and developing senior leaders and teams.
2. Considerable operational experience in a multi-channel contact centre environment.
3. Strong communication skills with high levels of emotional intelligence and the ability to influence senior managers.
4. Demonstrable track record of performance improvement and delivering against KPI’s and SLA’s in a medium to large contact centre setting.
5. Proactive and assertive planning ahead of time and developing effective operational plans to deliver against the customer care strategy.
6. Significant exposure to managing teams through periods of growth, development and change.
7. Experience of dealing with difficult situations whilst remaining professional, tactful and calm.
8. Highly skilled in analysing and interpreting data.
9. Good knowledge of Microsoft programs.
10. Encourages fresh ideas to meet an ever-changing environment.

The values you’ll stand by:

Be generous with your knowledge, knowledge is only powerful if you share it with others.

Bring integrity, listen first and then speak.

Embrace transformation, be brave – it’s easier to stick to what you know but we learn from our mistakes.

Have quality at the heart of what you do, always give your best and expect the same from others in return.

What we offer you:

1. Learning Hub : Enjoy flexible learning with access to a variety of in-house training programs tailored to your professional needs.
2. Employee Assistance Program (EAP) : Access professional support for mental well-being through our EAP system.
3. Monthly Products : Receive three complimentary Lifeplus nutritional and personal care products each month to support your well-being.
4. Exclusive Discounts : Benefit from special discounts at leading brands and retailers.
5. Mental Health First Aiders : Receive support from trained Mental Health First Aiders within the workplace.
6. Pension Scheme : Secure your future with our contributory pension scheme, offering up to 6% contributions.
7. Holiday Flexibility : Gain the freedom to buy or sell holiday days to suit your needs.
8. Gym Membership Savings : Stay fit with discounts on gym memberships.
9. Health and Wellness : Take advantage of our contributory hospital and health cash plan.
10. Cycle2Work Scheme : Promote a healthy lifestyle and reduce your carbon footprint with our Cycle2Work scheme.
11. Eye Care Vouchers : Keep your vision sharp with our eye care vouchers.
12. Life Assurance : Enjoy peace of mind with our comprehensive life assurance plan.

Additional offerings:

1. Complimentary tea and coffee to keep you refreshed throughout the day.
2. Enjoy fresh fruit, readily available within our breakout spaces.
3. Access to Lifeplus products as needed, supporting your personal wellness.
4. Experience the flexibility of our hybrid working model, with only one day per month required in the office.
5. Annual social event to connect and celebrate with colleagues at our social get-together, fostering a sense of community and fun.

Hours and Days:

1. 37.5 hours per week, Monday to Friday

Location:

1. Lifeplus House, Little End Road, St Neots, PE19 8JH (With some European travel required)
2. Hybrid Working

The responsibilities and attributes listed above are indicative and not exhaustive and are not designed to limit or inhibit the way we work or how the role develops. This is intended to be a fluid document and indicates how we currently see the role.

1. Please note: The successful applicant will be required to undertake a criminal record check.
2. Please advise us in advance if you have any special requirements if you are asked to attend an interview.

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