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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 while developing your leadership skills in a supportive environment.
- Qualifications: Experience in managing teams and working with vulnerable customers is essential.
- Other info: This role offers a chance to work in a 24/7 contact centre with flexible hours.
The predicted salary is between 43200 - 72000 £ per year.
Job Description
Role: Contact Centre Manager\\n\\nLocation: Watford (hybrid 3 days office/2 days home after training period)\\n\\nSalary: Up to £60,000 DOE + bonus + benefits\\n\\nHours: 37 per week Mon-Sun to business needs as 24/7 contact centre\\n\\nThis 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.\\n\\nDo you have experience leading a contact centre team who speak to vulnerable customers?\\n\\nDo you strive for customer excellence?\\n\\nThe 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.\\n\\nRole Responsibilities of the Contact Centre Manager:\\n\\nProvide leadership and direction to the team, creating a high performing culture of continuous improvement.\\nCollaborate with teams from within Customer and Retail Care to deliver a best-in-class operation for all contact channels\\nProactively interact with our players, handle complex interactions and escalations to a satisfactory conclusion that meets both the need of the player and the business\\nSpot patterns to identify potentially vulnerable customers.\\nBuild and promote positive relationships with stakeholders across the wider business\\nMonitor and analyse customer data and behaviour to identify trends and patterns.\\nEnsure all agreed departmental KPIs and requirements are achieved\\nAlways Act as an ambassador for the company and customer.Key Skills and Experience of an experienced Contact Centre Manager:\\n\\nProven track record of managing and developing high performing teams.\\nExcellent Customer Service and interpersonal skills.\\nExperience of working in a comparable role within the industry or relatable sector (i.e.
Banking, Finance, etc.)\\nExperience of working in a highly regulated environment and working with vulnerable customers is essential.\\nStrong analytical skills with the ability to interpret data and make informed decisions.\\nExperience and knowledge of safe practices is desirable but not essential.\\nStrong communication skills which can be demonstrated with stakeholders at all levels across the business.\\nHigh 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 customer service excellence.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the challenges faced by vulnerable customers. Mention how your previous experiences align with the responsibilities outlined in the job description.
Highlight Relevant Skills: Emphasise your analytical skills and ability to interpret customer data. Provide examples of how you've used these skills to improve operations or support vulnerable customers in past roles.
Showcase Leadership Experience: Detail your experience in leading high-performing teams. Discuss how you foster a culture of continuous improvement and collaboration, as this is crucial for the Contact Centre Manager role.
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 develop high-performing teams. Prepare examples of how you've successfully managed teams in the past, focusing on your leadership style and how you foster a culture of continuous improvement.
✨Understand Vulnerable Customer Needs
Since this role involves working with vulnerable customers, be ready to discuss your experience in this area. Share specific instances where you've identified and addressed the needs of vulnerable customers, highlighting your empathy and problem-solving skills.
✨Data-Driven Decision Making
The job requires strong analytical skills, so be prepared to talk about how you've used data to inform decisions in previous roles. Bring examples of how you've monitored customer behaviour and trends to improve service delivery or operational efficiency.
✨Build Relationships Across Teams
Collaboration is key in this role. Think of examples where you've successfully built relationships with stakeholders across different departments. Highlight your communication skills and how they have helped you achieve common goals within a business context.
