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- Tasks: Lead a dynamic team to deliver exceptional customer service and achieve operational goals.
- 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 a paid volunteer day for your favourite charity.
- Why this job: Be part of a culture that values excellence, innovation, and continuous improvement in a supportive environment.
- Qualifications: Proven leadership experience in a contact centre, managing large teams with strong communication skills.
- Other info: Monday to Friday role with opportunities for personal development and investment in your future.
The predicted salary is between 36000 - 60000 £ per year.
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 please41bf1e1f-b16b-4260-a40a-17c77a06fd15
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 customer service and contact centre management. This will not only help you understand the industry better but also allow you to discuss relevant innovations during your interview.
✨Tip Number 2
Prepare examples of how you've successfully led large teams in the past. Be ready to share specific instances where you improved performance or implemented new processes that enhanced efficiency.
✨Tip Number 3
Network with current or former employees of Copart UK Ltd, if possible. They can provide insights into the company culture and expectations, which can be invaluable during your interview.
✨Tip Number 4
Demonstrate your understanding of KPIs and performance management by preparing to discuss how you would monitor and improve these metrics in the role. Showing your analytical skills can set you apart from other candidates.
We think you need these skills to ace Contact Centre Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly understand the responsibilities and requirements of the Contact Centre Manager position. Tailor your application to highlight relevant experience in managing teams and delivering customer service excellence.
Highlight Leadership Experience: In your CV and cover letter, emphasise your proven leadership skills, particularly in a contact centre environment. Provide specific examples of how you have coached teams to achieve performance goals and maintained high operational standards.
Showcase Problem-Solving Skills: Demonstrate your problem-solving abilities by including examples of challenges you've faced in previous roles and how you successfully resolved them. This will show your potential employer that you can handle the dynamic nature of the role.
Tailor Your Application: Customise your CV and cover letter for this specific job. Use keywords from the job description, such as 'KPI management', 'customer-focused mindset', and 'continuous improvement', to ensure your application stands out to the hiring team.
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 Communication Skills
Effective communication is crucial in this role. Think of instances where you've successfully navigated challenges through clear communication, both with your team and across departments, to ensure seamless customer service.
✨Demonstrate a Customer-Focused Mindset
Prepare to discuss how you prioritise customer satisfaction in your decision-making. Share specific examples of how you've implemented process improvements or innovations that enhanced the customer experience.
