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- Tasks: Lead the Contact Centre, ensuring top-notch customer experiences and operational efficiency.
- Company: Join Motability Operations, a leader in transforming customer support through innovative technology.
- Benefits: Enjoy a full-time, permanent role with opportunities for growth in a supportive environment.
- Why this job: Be part of a mission-driven team focused on creating inclusive and productive workspaces.
- Qualifications: Experience in leadership roles and a passion for customer service are essential.
- Other info: This role is based in Edinburgh and offers a chance to make a real impact.
The predicted salary is between 36000 - 60000 £ per year.
Description Motability Operations are currently recruiting for a Contact Centre Manager to join us in Edinburgh on a full-time, permanent basis. This role is a key business leadership role. It is responsible for delivering exceptional experiences for our customers across all inbound channels. You will be instrumental in transforming the contact centre operation, leveraging new technologies to revolutionise how we support both our customers, and our people aligned with our mission and purpose. You will be responsible for the running of the Contact Centre with a focus on customer experience, efficiency and commerciality. Your goal will be to create a customer-centric, productive and inclusive environment where each team member can thrive and grow You will be responsible for delivering an omni-channel customer experience that has best in class customer experience at its core You will be responsible for achieving the KPIs for the Contact Centre including speed of answer, abandonment rate & CSI to be greater than 90%. You will strive to achieve operational performance by identifying levers to pull that will have a positive impact on the achievement of KPI’s. You will need to ensure the contact centre meets the evolving needs of our customers, colleagues and business. This means you will need to transform the contact centre to provide seamless, efficient, and accessible digital and automated experiences that complime…
Contact Centre Manager (Edinburgh) employer: Motability Operations Careers
Contact Detail:
Motability Operations Careers Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager (Edinburgh)
✨Tip Number 1
Familiarize yourself with the latest technologies in customer service and contact centre operations. Highlight any experience you have with digital transformation or automation tools, as this will show that you can lead the charge in revolutionizing our contact centre.
✨Tip Number 2
Understand the key performance indicators (KPIs) that are crucial for a Contact Centre Manager role. Be prepared to discuss how you've successfully met or exceeded KPIs in your previous roles, especially those related to customer satisfaction and operational efficiency.
✨Tip Number 3
Demonstrate your leadership skills by sharing examples of how you've created a positive and inclusive work environment in past positions. We value managers who can inspire their teams and foster growth among team members.
✨Tip Number 4
Research Motability Operations and understand our mission and values. Tailor your conversation to reflect how your personal values align with ours, particularly in delivering exceptional customer experiences and supporting our community.
We think you need these skills to ace Contact Centre Manager (Edinburgh)
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Contact Centre Manager position. Understand the key responsibilities and required skills, especially around customer experience and operational performance.
Tailor Your CV: Customize your CV to highlight relevant experience in contact centre management, customer service excellence, and any technology-driven initiatives you've led. Use specific metrics to demonstrate your impact on KPIs.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for customer-centric operations. Discuss how your leadership style aligns with creating an inclusive environment and how you plan to leverage technology to enhance customer experiences.
Highlight Relevant Achievements: In both your CV and cover letter, emphasize specific achievements related to improving customer satisfaction, efficiency, and team performance. Use quantifiable results to showcase your success in previous roles.
How to prepare for a job interview at Motability Operations Careers
✨Understand the Customer-Centric Approach
Make sure you can articulate how you would create a customer-centric environment. Think about specific strategies you've used in the past to enhance customer experience and be ready to share those examples.
✨Showcase Your Leadership Skills
As a Contact Centre Manager, you'll need strong leadership abilities. Prepare to discuss your management style and how you've successfully led teams in previous roles, focusing on inclusivity and team growth.
✨Familiarize Yourself with KPIs
Be prepared to discuss key performance indicators relevant to contact centres, such as speed of answer and customer satisfaction index. Have examples ready that demonstrate how you've achieved or exceeded these metrics in your past roles.
✨Emphasize Technological Adaptability
Since the role involves leveraging new technologies, be ready to talk about your experience with digital tools and automated systems. Highlight any successful transformations you've led in previous positions that improved operational efficiency.
