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For Companies At a Glance
- Tasks: Lead and inspire a dynamic support team to deliver exceptional customer service.
- Company: Join Copart UK Ltd, a leader in the automotive industry, known for innovation and excellence.
- Benefits: Enjoy 23 days holiday, healthcare cash plan, and discounts on everyday purchases.
- Why this job: Be part of a high-performance culture that values continuous improvement and personal development.
- Qualifications: Proven leadership experience in a contact centre with strong communication and coaching skills.
- Other info: Opportunity to volunteer for a charity and invest in company shares at a discount.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Copart UK Ltd are seeking an experienced Contact Centre Manager to lead our dynamic and fast-paced support team at our Peterlee Contact Centre SR8 2JQ.
In this pivotal role, you will be responsible for ensuring the consistent delivery of outstanding internal and external customer service, which directly contributes to operational efficiency and profitability. You will lead, coach, and inspire a large team, encouraging a culture of excellence, innovation, and continuous improvement.
Key Responsibilities
- Manage day-to-day operations of the Contact Centre achieving KPI & service targets.
- Ensure high operational standards across the Contact Centre, aligned with business goals.
- Continuously evaluate the Contact Centre structure and individual Supervisor performance to drive efficiency, productivity and quality.
- Build and maintain effective working relationships across departments to deliver seamless customer service.
- Monitor performance against targets and take action to maintain service standards.
- Promote a high-performance culture aligned with our mission, vision, and values.
- Ensure team alignment with company communications, policies, and procedures.
- Drive innovation through process improvements and efficiency initiatives.
- Stay current with industry trends to adapt service offerings as needed.
- Train and support staff to deliver consistent service.
- Undertake additional duties as directed by your line manager.
Essential Skills & Experience
- Proven experienced leader, within a Call or Contact Centre environment.
- Ability to coach and support Team Leaders to reach performance goals setting clear standards and expectations.
- Experience managing large teams (60+ staff).
- A diplomatic communicator who can handle challenges calmly and professionally.
- A rational decision-maker who leads with logic, fairness, and consistency.
- A strong understanding of performance management, cause & effect culture and accountability
- Track record of delivering high performance and continuous improvement.
- Skilled in managing and monitoring KPIs.
- Strong communication, coaching, and interpersonal skills.
- A hands-on leader with problem-solving abilities and a customer-focused mindset.
- Proficient in Microsoft Office; adaptable to new technologies.
Desirable Attributes:
- Evidence of continuous personal development and learning.
- Background in the automotive or insurance industry.
- Change management expertise.
- Self-driven learner.
What we offer you in return:
- Monday to Friday working
- Time For You: Relax with 23 days of holiday plus bank holidays, and an extra day for a personal special occasion.
- Give Back: Receive a paid day to volunteer for a charity of your choice.
- Health & Wellness: Healthcare Cash Plan, allowing you to claim cash back on a range of healthcare products and services including dental, optical, chiropody, and specialist consultations, tests, and scans and Virtual GP access.
- Appreciating You & Others: Celebrate special moments with access to our Recognition Hub and E-card collection.
- Your Future: Join our contributory workplace pension scheme for financial security.
- Investment: Purchase shares in our global company at a discounted rate.
- Fitness & Health: Save money while commuting with our Cycle to Work Scheme and access fitness videos and gym discounts.
- Life Assurance: Enjoy peace of mind with our life insurance coverage.
- Exclusive Discounts: Access our deals hub for savings on everyday purchases and family activities.
- Goal Support: Use tools like Mortgage Advice, Life Coaching, and our Money Hub to achieve your goals.
**No agencies please**
Contact Centre Manager employer: Copart Uk Limited
Contact Detail:
Copart Uk Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager
✨Tip Number 1
Familiarise yourself with the latest trends in contact centre management. Understanding industry benchmarks and innovations can help you demonstrate your knowledge during interviews, showing that you're proactive and well-informed.
✨Tip Number 2
Network with current or former employees of Copart UK Ltd. Engaging with them on platforms like LinkedIn can provide you with insider insights about the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 3
Prepare to discuss specific examples of how you've led teams to achieve KPIs in previous roles. Having concrete stories ready will help you illustrate your leadership style and effectiveness in driving performance.
✨Tip Number 4
Showcase your problem-solving skills by thinking of potential challenges the contact centre might face and how you would address them. This proactive approach can set you apart as a candidate who is ready to tackle real-world issues.
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 centres, particularly with large teams. Emphasise your leadership skills and any relevant KPIs you've achieved in previous roles.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and the company. Mention specific examples of how you've driven performance improvements and fostered a high-performance culture in past positions.
Highlight Relevant Skills: In your application, focus on key skills mentioned in the job description, such as coaching, communication, and problem-solving abilities. Use concrete examples to demonstrate these skills in action.
Showcase Continuous Development: Mention any recent training or personal development initiatives you've undertaken, especially those related to leadership or the automotive/insurance industry. This shows your commitment to growth and adaptability.
How to prepare for a job interview at Copart Uk Limited
✨Showcase Your Leadership Skills
As a Contact Centre Manager, you'll need to demonstrate your ability to lead and inspire a large team. Prepare examples of how you've successfully managed teams in the past, focusing on coaching and performance management.
✨Understand KPIs and Performance Metrics
Familiarise yourself with key performance indicators relevant to contact centres. Be ready to discuss how you've monitored and improved these metrics in previous roles, as this will show your understanding of operational efficiency.
✨Emphasise Customer Service Excellence
Since the role focuses on delivering outstanding customer service, prepare to share specific instances where you've enhanced customer satisfaction. Highlight any innovative approaches you've implemented to improve service delivery.
✨Demonstrate Adaptability and Continuous Improvement
The company values innovation and adaptability. Be prepared to discuss how you've stayed current with industry trends and adapted processes in your previous roles to drive continuous improvement within your team.
