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- Tasks: Lead and motivate a team of customer service representatives to deliver exceptional service.
- Company: Anglian is a top player in home improvement, dedicated to excellent customer service.
- Benefits: Enjoy competitive salary, bonuses, 31 days holiday, well-being perks, and discounts.
- Why this job: Join a dynamic team, make an impact, and grow your career in a supportive culture.
- Qualifications: 2+ years in a contact centre managerial role with strong leadership and communication skills.
- Other info: Opportunities for professional development and a fun work environment with incentives.
The predicted salary is between 36000 - 60000 £ per year.
Join our dynamic team! Are you a skilled leader with a passion for driving success in a fast-paced environment? We are seeking a talented Contact Centre Team Manager to lead our team to new heights! If you thrive on challenges, excel in team management, and are ready to make a significant impact, we want to hear from you.
About Us: Anglian is a leading player in the home improvement sector, known for our commitment to excellence in customer service. As we continue to expand, we are on the lookout for a Contact Centre Team Manager to join our dedicated team.
Key Responsibilities:
- Overseeing and leading a team of skilled customer service representatives, ensuring exceptional service delivery and customer satisfaction.
- Leading and motivating a team of call centre agents.
- Setting performance targets and KPIs for the team.
- Conducting regular coaching and training sessions to enhance team skills.
- Implementing effective communication strategies to foster a positive team culture.
- Analysing performance data to identify areas for improvement and implementing corrective measures.
- Collaborating with other departments to streamline processes and enhance overall customer experience.
Qualifications:
- Proven experience in a contact centre environment, with at least 2 years in a managerial role.
- Strong leadership and motivational skills.
- Excellent communication and interpersonal abilities.
- Analytical mindset with the ability to drive continuous improvement.
- Familiarity with call centre technologies and tools.
What We Offer:
- Competitive salary and performance related bonus up to an extra £10k per annum or £833 each month.
- 31 days holiday, increasing to 33 days after 2 year's service.
- Well-being benefits such as your birthday off annually, discounted gym memberships, 24hr remote access to a doctor and online fitness classes.
- Frequent internal Call Centre incentives and rewards.
- Paid time off annually to volunteer.
- A wide variety of retail, cinema, theatre, food shopping, eating in and out discounts and freebies.
- A generously discounted staff purchase scheme.
- Break out games room.
- Opportunity for professional development and advancement.
Ready to take the next step in your career? Don’t miss this opportunity to lead a team and contribute to the success of a growing organisation! Apply now and be a key player in shaping our future.
Our Company is committed to monitoring & aligning its Policies with up-to-date Government guidance on reducing the spread of respiratory infections in the workplace. Through the Company’s value of Succeed Together we are committed to Equality, Diversity and Inclusion. We recruit the best person for the job regardless of any protected characteristics as defined by the Equality Act 2010 creating an inclusive working environment and culture for our employees.
Contact Detail:
Anglian Home Improvements Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer service and contact centre management. This will not only help you understand the industry better but also allow you to discuss relevant strategies during your interview.
✨Tip Number 2
Prepare examples of how you've successfully led teams in the past. Be ready to share specific instances where your leadership made a significant impact on team performance or customer satisfaction.
✨Tip Number 3
Research Anglian's values and recent achievements. Showing that you align with their commitment to excellence in customer service can set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of Anglian, if possible. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the application process.
We think you need these skills to ace Contact Centre Team Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant experience in contact centre management. Focus on your leadership skills, performance targets you've set, and any coaching or training you've provided to teams.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and team management. Mention specific examples of how you've motivated teams and improved performance in previous roles.
Highlight Relevant Skills: Emphasise your analytical mindset and familiarity with call centre technologies. Showcase your communication and interpersonal skills, as these are crucial for the Contact Centre Team Manager role.
Showcase Achievements: Include quantifiable achievements in your application, such as improvements in customer satisfaction scores or successful implementation of new processes that enhanced team performance.
How to prepare for a job interview at Anglian Home Improvements
✨Showcase Your Leadership Skills
As a Contact Centre Team Manager, your leadership abilities are crucial. Be prepared to discuss specific examples of how you've successfully led teams in the past, focusing on your motivational techniques and how you foster a positive team culture.
✨Understand Performance Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to contact centres. During the interview, demonstrate your analytical mindset by discussing how you've used data to drive improvements and achieve targets in previous roles.
✨Communicate Effectively
Excellent communication is vital in this role. Practice articulating your thoughts clearly and confidently. Be ready to explain how you would implement effective communication strategies within the team to enhance service delivery.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about challenges you've faced in a contact centre environment and how you resolved them. This will show your ability to handle real-life situations effectively.
