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- Tasks: Lead and develop a team to deliver top-notch customer service in our Cardiff contact centre.
- Company: Join BUUK Infrastructure, a leader in utility innovation driving the UK towards net zero.
- Benefits: Enjoy hybrid working, generous holiday, and a competitive pension scheme with annual pay increases.
- Why this job: Be part of an award-winning culture that values diversity, inclusion, and employee wellbeing.
- Qualifications: Experience in leading contact centre teams with strong coaching and communication skills required.
- Other info: Flexible working options available; reach out for more details!
The predicted salary is between 28800 - 43200 £ per year.
At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years. We provide a supportive environment that is committed to enabling our people to be the best, ensuring they feel proud to be themselves and part of BUUK Infrastructure.
We are looking for a Contact Centre Team Manager who would like to help us reach our mission to earn customer loyalty and drive business growth by providing consistently excellent service. Our modern contact centre office is based in the centre of Cardiff, a close walk from both train and bus links along with many shops and cafes. We currently have a rota to cover our contact centre's opening hours (8am to 8pm Monday to Friday and 9am to 5:30pm on Saturdays, Sundays and Bank Holidays). We also offer a Hybrid working policy following completion of training.
As the Contact Centre Team Manager your key responsibilities are:
- Lead, coach and develop a team of Customer Service Advisors in delivering exceptional customer service
- Identify skills gaps and potential process improvements to increase performance of your team and the service to our customers
- Support Advisors with dealing with challenging situations and take ownership of complaint handling where required
- Day to day management of the Contact Centres workflows
- Collaborate and foster relationships with the wider business, and actively engage in staff and customer engagement activities
About you:
- Proven experience of leading a Contact Centre team, with good knowledge of technologies and a thorough understanding of performance metrics
- Effective leadership skills with proven experience of coaching and developing team members
- Ability to drive change and continuously look for improvements
- People focused with a passion for customer service
- Excellent communicator who can build relationships at all levels
What can you expect from us:
- At least the cost of living pay increase every year
- An additional £1600 per year shift allowance
- Company pension contributions up to 10% if employees contribute 5%
- 33 days holiday (which includes an allowance for bank holidays) with the ability to purchase an additional 2 weeks
- Enhanced maternity, paternity and adoption pay
- To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax)
- Hybrid working for eligible roles
- Development opportunities to reach your career aspirations
BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do. Please ask us about flexible working options. For more information please contact our resourcing team on 01359 308260.
Contact Centre Team Manager in Cardiff employer: BUUK Infrastructure
Contact Detail:
BUUK Infrastructure Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Manager in Cardiff
✨Tip Number 1
Familiarise yourself with BUUK Infrastructure's mission and values. Understanding their commitment to customer loyalty and net zero will help you align your responses during interviews, showcasing how your leadership style can contribute to their goals.
✨Tip Number 2
Prepare specific examples of how you've successfully led a contact centre team in the past. Highlight instances where you've improved performance metrics or resolved challenging situations, as this will demonstrate your capability to excel in the role.
✨Tip Number 3
Research the latest trends in customer service technology and performance metrics. Being knowledgeable about these areas will not only impress during discussions but also show that you're proactive about driving change and improvements within the team.
✨Tip Number 4
Network with current or former employees of BUUK Infrastructure on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which you can leverage during your application process.
We think you need these skills to ace Contact Centre Team Manager in Cardiff
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Contact Centre Team Manager position at BUUK Infrastructure. Understand the key responsibilities and required skills, as this will help you tailor your application.
Highlight Relevant Experience: In your CV and cover letter, emphasise your proven experience in leading a contact centre team. Provide specific examples of how you've coached team members, improved performance metrics, and handled challenging situations.
Showcase Leadership Skills: Demonstrate your effective leadership skills in your application. Mention any relevant training or certifications you have, and describe how you foster relationships within a team and drive change.
Tailor Your Cover Letter: Craft a personalised cover letter that reflects your passion for customer service and aligns with BUUK's vision. Mention why you want to work for them specifically and how you can contribute to their mission of earning customer loyalty.
How to prepare for a job interview at BUUK Infrastructure
✨Showcase Your Leadership Skills
As a Contact Centre Team Manager, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully led teams in the past, focusing on coaching and developing team members to achieve exceptional customer service.
✨Understand Performance Metrics
Familiarise yourself with key performance metrics relevant to contact centres. Be ready to discuss how you have used these metrics to identify skills gaps and implement process improvements in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle challenging situations. Think of specific instances where you managed complaints or difficult customer interactions, and explain your approach and the outcomes.
✨Emphasise Your People-Focused Approach
BUUK Infrastructure values a people-focused mindset. Highlight your passion for customer service and your ability to build relationships at all levels within an organisation. Share examples of how you've fostered collaboration in previous roles.
