At a Glance
- Tasks: Lead a dynamic contact centre team and enhance customer experience using AI.
- Company: Innovative company focused on exceptional customer service and cutting-edge technology.
- Benefits: Competitive salary, career growth opportunities, and a vibrant office environment.
- Other info: Join a forward-thinking company that values innovation and teamwork.
- Why this job: Make a real impact by transforming customer interactions and leading a passionate team.
- Qualifications: Experience managing contact centre teams and a passion for AI in customer service.
The predicted salary is between 38000 - 42000 £ per year.
Their customer contact centre is at the heart of how customers experience our client, from their first question to their finished product. We're looking for a hands-on leader to run it, raise the bar on service and sales, and make the most of AI and our digital channels.
You'll lead a multi-channel contact centre of around 14 people across phone, live chat, text and email, reporting to our Director of Customer Experience. Leading a team of Supervisors, you'll own service levels, sales conversion, customer satisfaction and the day-to-day running of the team. This is a role for someone who leads from the floor, knows their numbers, and is excited by what AI can do for customers and advisors. You'll have real influence over how we work, the tools we use and how we develop our people.
What you'll do:
- Lead, coach and develop Supervisors and their teams
- Own answer rates, chat response times, quality and customer satisfaction
- Drive sales conversion and run our advisor commission scheme
- Act as the senior escalation point for complaints and difficult cases
- Plan rotas and staffing for seasonal peaks
- Run a quality framework covering call and chat monitoring, coaching and feedback
- Manage our 8x8 contact centre platform, including queues, routing, wallboards and reporting
- Lead our use of AI in the contact centre, from our AI chat advisor to agent assist and automated quality checks, making sure it improves the customer experience
- Report on performance and turn data into clear actions
- Work with delivery, installation, quality and marketing teams to fix the reasons customers need to contact us
What you'll bring:
- Experience managing a contact centre team of 10 or more, including supervisors or team leaders
- A track record in both sales and service
- Confidence running a team on KPIs and workforce planning
- A fair, firm approach to people management
- Experience of 8x8 or a similar cloud contact centre platform
- Hands-on experience of AI in a customer contact setting, such as chatbots or virtual agents, agent assist, automated quality monitoring or AI-driven reporting, and the curiosity to find new ways AI can improve the customer experience and free advisors up for higher-value conversations
- Strong reporting and Excel skills
It would be great if you also have:
- Experience implementing or improving an AI chatbot or virtual agent
- A background in e-commerce or high-value consumer products
- Working knowledge of UK consumer rights
Contact Centre Manager in Kidderminster employer: BRELLIS RECRUITMENT LIMITED Careers
As a leading global manufacturer based in Warwick, we pride ourselves on fostering a dynamic and innovative work environment where creativity and technical expertise thrive. Our commitment to employee development is evident through comprehensive training programmes and opportunities for career advancement, ensuring that our team members are equipped to excel in their roles. With a strong focus on collaboration and continuous improvement, we offer a unique chance to make a meaningful impact in the electronics industry while enjoying the benefits of a supportive and hands-on leadership culture.
Contact Details:
BRELLIS RECRUITMENT LIMITED Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Manager in Kidderminster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BRELLIS RECRUITMENT LIMITED Careers. 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 BRELLIS RECRUITMENT LIMITED Careers 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 Contact Centre Manager in Kidderminster
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 BRELLIS RECRUITMENT LIMITED Careers:Your cover letter is your chance to shine! Tell us why you want to work at BRELLIS RECRUITMENT LIMITED Careers 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 BRELLIS RECRUITMENT LIMITED Careers!
How to prepare for a job interview at BRELLIS RECRUITMENT LIMITED Careers
✨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.
