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- Tasks: Lead a team to support vulnerable customers and improve contact centre operations.
- Company: Join a dynamic company focused on customer excellence in Watford.
- Benefits: Enjoy hybrid working, competitive salary, bonuses, and great perks.
- Why this job: Make a real impact by helping vulnerable customers while developing your leadership skills.
- Qualifications: Experience in managing teams and working with vulnerable customers is essential.
- Other info: This role offers a chance to work in a highly regulated environment.
The predicted salary is between 43200 - 72000 £ per year.
Role: Contact Centre Manager Location: Watford (hybrid 3 days office/2 days home after training period) Salary: Up to £60,000 DOE + bonus + benefits Hours: 37 per week Mon-Sun to business needs as 24/7 contact centre This is an exciting opportunity for an experienced Contact Centre Manager with experience looking after vulnerable customers to join my Watford based client. Leading a team of up to 8 Agents. Do you have experience leading a contact centre team who speak to vulnerable customers? Do you strive for customer excellence? The Contact Centre Manager is responsible for overseeing and improving the operations related to supporting customers in vulnerable circumstances. This role involves understanding customer needs, implementing programs to address vulnerabilities, and ensuring effective support systems are in place. Role Responsibilities of the Contact Centre Manager: Provide leadership and direction to the team, creating a high performing culture of continuous improvement. Collaborate with teams from within Customer and Retail Care to deliver a best-in-class operation for all contact channels Proactively interact with our players, handle complex interactions and escalations to a satisfactory conclusion that meets both the need of the player and the business Spot patterns to identify potentially vulnerable customers. Build and promote positive relationships with stakeholders across the wider business Monitor and analyse customer data and behaviour to identify trends and patterns. Ensure all agreed departmental KPIs and requirements are achieved Always Act as an ambassador for the company and customer.Key Skills and Experience of an experienced Contact Centre Manager: Proven track record of managing and developing high performing teams. Excellent Customer Service and interpersonal skills. Experience of working in a comparable role within the industry or relatable sector (i.e. Banking, Finance, etc.) Experience of working in a highly regulated environment and working with vulnerable customers is essential. Strong analytical skills with the ability to interpret data and make informed decisions. Experience and knowledge of safe practices is desirable but not essential. Strong communication skills which can be demonstrated with stakeholders at all levels across the business. High Degree of Confidentiality.Please follow the link to apply for this Contact Centre Manager role based in Watford
Contact Centre Manager employer: CCA Recruitment Group
Contact Detail:
CCA Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager
✨Tip Number 1
Familiarise yourself with the specific challenges faced by vulnerable customers. Understanding their needs and how to support them effectively will set you apart during interviews.
✨Tip Number 2
Highlight your leadership experience in previous roles. Be ready to discuss specific examples of how you've developed high-performing teams and fostered a culture of continuous improvement.
✨Tip Number 3
Prepare to demonstrate your analytical skills. Think of instances where you've used data to identify trends or improve customer service, as this is crucial for the role.
✨Tip Number 4
Network with professionals in the contact centre industry. Engaging with others can provide insights into best practices and may even lead to referrals for the position.
We think you need these skills to ace Contact Centre Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing contact centre teams, especially those dealing with vulnerable customers. Use specific examples to demonstrate your leadership skills and achievements in previous roles.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service excellence and your understanding of the challenges faced by vulnerable customers. Mention how your background aligns with the responsibilities outlined in the job description.
Highlight Relevant Experience: When detailing your work history, focus on roles where you led teams in regulated environments. Emphasise your analytical skills and any experience you have with monitoring customer data to identify trends.
Showcase Communication Skills: Since strong communication is key for this role, provide examples of how you've effectively interacted with stakeholders at various levels. This could include resolving escalated issues or collaborating with other departments to improve service delivery.
How to prepare for a job interview at CCA Recruitment Group
✨Showcase Your Leadership Skills
As a Contact Centre Manager, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully managed teams in the past, particularly in high-pressure situations or when dealing with vulnerable customers.
✨Understand Vulnerable Customer Needs
Familiarise yourself with the specific challenges faced by vulnerable customers. Be ready to discuss strategies you've implemented to support these individuals and how you can enhance their experience within the contact centre.
✨Highlight Your Analytical Abilities
The role requires strong analytical skills. Be prepared to talk about how you've used data to identify trends and improve customer service. Bring examples of how your insights have led to actionable changes in previous roles.
✨Demonstrate Excellent Communication Skills
Effective communication is key in this role. Practice articulating your thoughts clearly and confidently. Think about how you can convey complex information simply, especially when discussing your experience with stakeholders at various levels.
