At a Glance
- Tasks: Lead and develop a high-performing contact centre team to drive customer satisfaction.
- Company: Rapidly expanding organisation in Southend-on-Sea with a supportive culture.
- Benefits: Competitive salary, uncapped OTE, excellent training, and career progression.
- Other info: Join a dynamic team with great benefits and opportunities for growth.
- Why this job: Make a real impact in a fast-paced environment while developing your leadership skills.
- Qualifications: Experience in managing teams in a contact centre and strong communication skills.
The predicted salary is between 35000 - 40000 £ per year.
Overview
Call Centre Manager - Southend-on-Sea
Contact Centre | Operations Leadership | Customer Experience
Full-Time | Permanent - 37.5hrs per week (inc. 1 Saturday & 1 Sunday per month)
Salary: £35k-£40k basic | OTE £45k uncapped | Competitive Bonus & Benefits
Role
Lead a High-Performing Contact Centre Operation
Are you an experienced Call Centre Manager with a proven track record of driving performance, efficiency, and customer satisfaction?
We\'re working with a rapidly expanding organisation in Southend-on-Sea who are looking for a hands-on leader to take ownership of a frontline team within their busy contact centre.
This role is all about managing performance, motivating teams, and delivering service excellence across multi-channel operations while ensuring compliance in a regulated environment.
Responsibilities
- Leading, coaching, and developing a team of Customer Care Consultants.
- Driving KPIs, SLAs, and customer satisfaction scores.
- Ensuring adherence to compliance, regulatory standards, and internal policies.
- Monitoring call centre performance using MI/BI reporting and dashboards.
- Managing escalations and delivering resolutions within set timeframes.
- Partnering with Planning and Workforce Management teams to ensure effective scheduling and resource allocation.
- Identifying and implementing continuous improvements to boost efficiency and service delivery.
What We\'re Looking For
- Previous experience managing or supervising teams in a contact centre/call centre environment.
- Strong knowledge of KPIs, call handling metrics, and operational performance management.
- Proven ability to coach, motivate, and develop individuals to hit targets.
- Confident communicator with the ability to influence and engage at all levels.
- Organised, analytical, and comfortable making data-driven decisions.
- Knowledge of complaints handling, FCA principles, or regulated environments desirable.
What\'s on Offer
- Competitive salary and uncapped OTE.
- Excellent training and development opportunities.
- A fast-paced, supportive culture with clear career progression.
- Great benefits package.
Apply Today
Interviews are happening now. If you\'re ready to step into a high-impact leadership role and make your mark in a thriving call centre, apply today or contact our specialist recruitment team for a confidential chat
Call Centre Manager in Southend-on-Sea employer: Adore Recruitment Ltd
Join a rapidly expanding organisation in Southend-on-Sea that values performance, efficiency, and customer satisfaction. As a Call Centre Manager, you will benefit from a competitive salary with uncapped OTE, excellent training and development opportunities, and a supportive work culture that promotes clear career progression. This is an exciting opportunity to lead a high-performing team in a dynamic environment where your contributions will be recognised and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Manager in Southend-on-Sea
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Adore Recruitment Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Adore Recruitment Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Call Centre Manager in Southend-on-Sea
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Adore Recruitment Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Adore Recruitment Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Adore Recruitment Ltd!
How to prepare for a job interview at Adore Recruitment Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
