At a Glance
- Tasks: Lead and motivate a dynamic out-of-hours contact centre team in property maintenance.
- Company: Join a fast-paced company focused on exceptional customer service.
- Benefits: Competitive pay, flexible hours, and opportunities for personal growth.
- Other info: Thriving atmosphere with a focus on employee engagement and performance.
- Why this job: Make a real impact by developing your team and enhancing service quality.
- Qualifications: 3+ years of management experience in a contact centre environment.
The predicted salary is between 17.95 - 17.95 £ per hour.
We are recruiting an experienced Contact Centre Manager to lead an out-of-hours customer service operation within the property maintenance sector. This is a hands-on role for someone who thrives in a fast-paced environment and can confidently manage people, performance and service levels during busy shifts. You will lead from the floor, supporting and coaching your team in real time.
The role
- Leading and motivating the out-of-hours team
- Managing live call volumes, answer rates and waiting times
- Monitoring individual and team performance against KPIs
- Providing real-time coaching, feedback and development
- Managing attendance and performance
- Completing quality monitoring and maintaining high service standards
- Supporting employee engagement and retention
- Making confident decisions during high-pressure situations
- Working closely with the wider management team
- Identifying opportunities to improve the service
About you
- At least three years’ management experience within a contact centre
- Experience within property maintenance, facilities management or a reactive emergency service environment
- A strong record of achieving contact centre KPIs
- Experience improving underperformance and developing teams
- Confidence managing busy shifts independently
- Strong communication and people-management skills
- Experience using CRM systems, telephone software and Microsoft Office
- A calm, organised and decisive approach
- A collaborative and approachable management style
This is a great opportunity for an experienced manager who enjoys being close to the operation, developing people and taking genuine ownership of performance.
OOH Contact Centre Team Manager in Manchester employer: Dobson Welch
Join a dynamic and supportive team at a leading specialist finance brokerage in London, where your expertise as a Second Charge Mortgage Advisor will be valued and rewarded. With a consistent flow of warm inbound enquiries and an industry-leading commission structure, you'll have the opportunity to excel in your career while enjoying a collaborative work culture that celebrates success. Benefit from modern technology, flexible working options, and a commitment to your professional growth in a thriving environment.
StudySmarter Expert Advice🤫
We think this is how you could land OOH Contact Centre Team Manager in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dobson Welch. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dobson Welch before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace OOH Contact Centre Team Manager in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dobson Welch:Your cover letter is your chance to shine! Tell us why you want to work at Dobson Welch specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dobson Welch!
How to prepare for a job interview at Dobson Welch
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
