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- Tasks: Lead and develop teams to ensure top-notch customer service in our Contact Centre.
- Company: Join a dynamic company committed to diversity and inclusion.
- Benefits: Enjoy competitive pay, flexible working, and opportunities for personal growth.
- Why this job: Shape strategy and drive performance while making a real impact on customer satisfaction.
- Qualifications: Experience in a Contact Centre and strong leadership skills are essential.
- Other info: Be part of a supportive culture that empowers you to thrive.
The predicted salary is between 36000 - 60000 ÂŁ per year.
We are seeking an experienced and proactive Contact Centre Manager to join our leadership team. This role is central to ensuring the smooth, efficient and customerâfocused operation of our Contact Centre, where technology optimisation, customer ease and operational efficiency are key drivers of success.
As a Contact Centre Manager, you will have full operational responsibility for one or more functions within the centre, including direct line management of Team Leaders and their teams. You will play a vital role in shaping strategy, driving performance, and creating an engaging and supportive culture where colleagues can thrive and deliver outstanding service.
What you will do
This is an overview and not an exhaustive list of responsibilities. Working with your line manager, you will shape your objectives, with focus on the following areas:
- Leadership & People Development
- Lead, motivate and develop Team Leaders and their teams, creating an environment where individuals can meet their potential.
- Support the recruitment, onboarding and development of staff.
- Provide coaching, guidance and a technical referral point as the subject matter expert in your function.
- Operational Excellence
- Ensure the effective dayâtoâday running of Contact Centre functions, maintaining high productivity, quality and service standards.
- Work to deliver all performance KPIs, service level targets and regulatory requirements.
- Implement operational plans and contribute to the wider leadership agenda.
- Produce management information and use business metrics to drive decisionâmaking, forecasting and performance improvements.
- Commercial & Customer Outcomes
- Support new business and retention targets, ensuring teams deliver strong customer outcomes.
- Influence incentive schemes and targetâsetting to drive commercial performance.
- Identify opportunities or challenges early, implementing appropriate changes or improvements.
- Build positive relationships across internal teams, insurers and external stakeholders.
- Risk & Compliance
- Ensure full compliance with all regulatory requirements.
- Maintain a strong control environment to minimise financial crime and debt exposure.
What we're looking for
- Experience working within a Contact Centre environment.
- A strong track record of working with KPIs and performance measures around productivity, quality and effectiveness.
- Experience working in a regulated environment.
- Strong people leadership skills with the ability to lead, motivate, coach and develop others.
- Customerâfocused and outcomeâdriven mindset.
- Ability to build collaborative relationships at all levels.
- Analytical, commercially aware, and comfortable using business data to influence decisions.
- Confident communicator able to clearly convey strategy and operational changes.
- Selfâmotivated, proactive and innovative, with an entrepreneurial approach to problemâsolving.
Contact Centre Manager in London employer: Everywhen
Contact Detail:
Everywhen Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Contact Centre Manager in London
â¨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. You never know who might have the inside scoop on a job opening or can put in a good word for you.
â¨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
â¨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online resources to refine your answers. Focus on showcasing your leadership skills and experience in managing teams effectively, as this is crucial for a Contact Centre Manager role.
â¨Tip Number 4
Donât forget to follow up after your interview! A simple thank-you email can leave a lasting impression and keep you top of mind. Plus, it shows your enthusiasm for the position and the company.
We think you need these skills to ace Contact Centre Manager in London
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV is tailored to the Contact Centre Manager role. Highlight your experience in leading teams, managing KPIs, and any relevant achievements that showcase your ability to drive performance and create a customer-focused environment.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Mention specific experiences that align with the job description and show us your passion for leadership and operational excellence.
Showcase Your People Skills: As a Contact Centre Manager, people leadership is key. In your application, emphasise your ability to motivate and develop teams. Share examples of how you've created supportive cultures or improved team performance in previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you donât miss out on any important updates regarding your application status!
How to prepare for a job interview at Everywhen
â¨Know Your Numbers
As a Contact Centre Manager, you'll need to be comfortable with KPIs and performance metrics. Before the interview, brush up on relevant statistics from your previous roles. Be ready to discuss how you used data to drive improvements and meet targets.
â¨Showcase Your Leadership Style
This role is all about leading teams effectively. Prepare examples of how you've motivated and developed your team in the past. Think about specific situations where your leadership made a difference and be ready to share those stories.
â¨Understand the Customer Focus
Demonstrating a customer-focused mindset is crucial. Research the companyâs approach to customer service and think about how you can contribute to their goals. Be prepared to discuss how you've previously ensured strong customer outcomes in your teams.
â¨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle challenges. Think through potential issues that could arise in a contact centre environment and how you would address them, showcasing your proactive and innovative approach.
