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- Tasks: Lead a large, multi-channel team to enhance customer service and performance.
- Company: A leading airline in the UK with a focus on customer care.
- Benefits: Exciting travel perks, competitive salary, and leadership opportunities.
- Why this job: Make a real impact in customer care while enjoying travel benefits.
- Qualifications: Proven leadership experience and strong stakeholder management skills.
- Other info: Join a dynamic team and drive operational excellence in a thriving environment.
The predicted salary is between 60000 - 80000 £ per year.
A leading airline company in the United Kingdom is seeking a Senior Manager for their Contact Centre. This role involves leading a large, multi-channel team of up to 500 colleagues, focusing on performance and customer outcomes.
Candidates should have proven leadership experience, strong stakeholder management skills, and a track record of driving operational excellence. The position offers significant opportunities for impact within the customer care operation and includes appealing travel benefits.
Senior Manager, Multi-Channel Contact Centre in Newcastle upon Tyne employer: British Airways
Contact Detail:
British Airways Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager, Multi-Channel Contact Centre in Newcastle upon Tyne
✨Tip Number 1
Network like a pro! Reach out to current or former employees of the airline on LinkedIn. A friendly chat can give us insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by researching the company’s values and recent news. We want to show that we’re not just interested in the role, but also in the company’s mission and how we can contribute.
✨Tip Number 3
Practice common interview questions, especially around leadership and operational excellence. We should be ready to share specific examples from our past experiences that highlight our skills.
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email can keep us fresh in their minds and shows our enthusiasm for the role. Plus, it’s a great chance to reiterate why we’re the perfect fit.
We think you need these skills to ace Senior Manager, Multi-Channel Contact Centre in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Leadership Skills: Make sure to highlight your leadership experience in your application. We want to see how you've successfully managed teams before, especially in a multi-channel environment. Share specific examples that demonstrate your ability to drive performance and achieve customer outcomes.
Tailor Your Application: Don’t just send a generic CV and cover letter! We love it when candidates tailor their applications to the role. Use keywords from the job description and relate your past experiences to the responsibilities of the Senior Manager position. It shows us you’re genuinely interested!
Be Clear About Your Impact: When discussing your previous roles, focus on the impact you made. We’re looking for someone who can drive operational excellence, so share metrics or achievements that illustrate how you improved processes or customer satisfaction in your past positions.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy to do!
How to prepare for a job interview at British Airways
✨Know Your Numbers
As a Senior Manager, you'll need to demonstrate your understanding of performance metrics. Brush up on key performance indicators relevant to contact centres, such as average handling time and customer satisfaction scores. Be ready to discuss how you've used these metrics to drive improvements in previous roles.
✨Showcase Leadership Experience
Prepare specific examples that highlight your leadership style and achievements. Think about times when you successfully led a large team or managed a challenging situation. Use the STAR method (Situation, Task, Action, Result) to structure your responses and make them impactful.
✨Stakeholder Management is Key
This role requires strong stakeholder management skills, so be prepared to discuss how you've built relationships with various stakeholders in the past. Consider sharing examples of how you've navigated conflicts or aligned different interests to achieve common goals.
✨Emphasise Operational Excellence
The airline company is looking for someone who can drive operational excellence. Be ready to talk about your experience with process improvements and how you've implemented changes that enhanced efficiency and customer outcomes. Highlight any relevant projects or initiatives you've led.