Contact Centre Manager

Our client, a fast paced and high growth company, is the UK’s leading Property & Business Training provider. They are dedicated to helping new and existing property entrepreneurs and developers to accelerate their success through world-class training, mentorship, property portfolio strategies, tools and resources. This is a pivotal role in their sales and client experience function. If you have a proven history of building, managing and training successful contact centre teams we want to hear from you. This is a chance to be part of a fantastic company with a great team culture in a busy, energetic, positive and challenging environment.

Duties & Responsibilities:

• Manage and motivate a team of up to 12 Customer Success Executives to provide a high level of customer service to meet established goals.
• Oversee a team responsible for confirming event registrations and ensuring attendance.
• Upsell event attendees to paid tickets and exclusive opportunities.
• Follow up with event buyers to ensure they have the tools and support they need, via an onboarding process.
• Attend live and virtual events to represent the brand (travel as required).
• Escalate any issues to improve service levels and streamline processes.
• Resolve any escalated customer complaints quickly and efficiently.
• Liaise with all departments as necessary to ensure effective customer service and quick resolution.
• Analyse agent performance, production and quality of work.
• Manage, train and assist with any recruitment for the Customer Success Team.
• Contribute ideas to support the development of customer service policies and standards with the senior management team.
• Keep current a complete knowledge of company policies and procedures and share with the team.
• Keep current a complete knowledge of company products and share with the team.
• Contribute ideas for training, participate in coaching and monitor service levels ensuring standards are met as required.
• Carry out regular SMART monthly 1-1s, probation reviews and annual appraisals.
• Hit/exceed team KPI’s by analysing data/trends and closely monitoring performance and taking any necessary action.
• Comply with relevant regulation and legislation.

Your Background & Skill:

• Approachability, flexibility, and collaboration, with the ability to motivate others and empower teams to deliver for clients.
• Team leader experience within customer service and contact centre environments is preferred.
• A proven track record of managing teams in contact centres or client-facing environments to drive positive outcomes for clients, colleagues, and the business is essential.
• You should be able to engage positively with colleagues at all levels.
• Strong analytical and problem-solving skills are vital, with the ability to simplify complex problems and implement innovative solutions.
• Effective performance and absence management are also key.

This is more than just a job – it is an opportunity to make a significant impact on a fantastic company with a great culture. If you consider yourself a top-class Contact Centre Manager who thrives on challenges and delivering exceptional results, we would love to hear from you.

For further details on this role and other jobs, please submit your CV to Adam Curtis of ACS Recruitment Consultancy.