At a Glance
- Tasks: Lead our contact centre team to enhance customer service and drive sales using AI.
- Company: Join Forest Garden Group, a top UK manufacturer of timber garden buildings.
- Benefits: Enjoy a competitive salary and the chance to shape customer experiences.
- Other info: Dynamic role with opportunities for growth in a supportive environment.
- Why this job: Make a real impact on customer satisfaction while innovating with AI technology.
- Qualifications: Experience managing contact centre teams and a passion for sales and service.
The predicted salary is between 34650 - 42350 £ per year.
Forest Garden Group is one of the UK's leading manufacturers of timber garden buildings. We sell sheds, summerhouses, cabins, fencing and more through major retailers including B&Q, Wickes and Screwfix, and direct to consumers through our Onestore brands: Buy Sheds Direct, Shedstore and Buy Fencing Direct.
Our customer contact centre is at the heart of how customers experience us, from their first question to their finished garden building. We're looking for a hands-on leader to run it, raise the bar on service and sales, and make the most of AI and our digital channels.
- Lead, coach and develop Supervisors and their teams
- Own answer rates, chat response times, quality and customer satisfaction
- Drive sales conversion and run our advisor commission scheme
- Act as the senior escalation point for complaints and difficult cases
- Plan rotas and staffing for seasonal peaks
- Run a quality framework covering call and chat monitoring, coaching and feedback
- Manage our 8x8 contact centre platform, including queues, routing, wallboards and reporting
- Lead our use of AI in the contact centre, from our AI chat advisor to agent assist and automated quality checks, making sure it improves the customer experience
- Report on performance and turn data into clear actions
- Work with delivery, installation, quality and marketing teams to fix the reasons customers need to contact us
Experience:
- Managing a contact centre team of 20 or more, including supervisors or team leaders
- A track record in both sales and service
- Confidence running a team on KPIs and workforce planning
- A fair, firm approach to people management
- Experience of 8x8 or a similar cloud contact centre platform
- Hands-on experience of AI in a customer contact setting, such as chatbots or virtual agents, agent assist, automated quality monitoring or AI-driven reporting, and the curiosity to find new ways AI can improve the customer experience and free advisors up for higher-value conversations
- Strong reporting and Excel skills
It would be great if you also have:
- Experience implementing or improving an AI chatbot or virtual agent
- A background in home and garden, e-commerce or high-value consumer products
- Working knowledge of UK consumer rights
Permanent, full time | Monday to Friday, office based
Contact Centre Manager in Worcester employer: Forest Garden Limited
As a Transport Compliance Officer in Hartlebury, you will join a dynamic team dedicated to upholding the highest standards of transport compliance. Our company fosters a supportive work culture that prioritises employee growth through ongoing training and development opportunities, ensuring you can advance your career while making a meaningful impact in the industry. With a commitment to work-life balance and a collaborative environment, we offer an excellent workplace for those seeking rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Manager in Worcester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Forest Garden Limited. 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 Forest Garden Limited 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 Contact Centre Manager in Worcester
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 Forest Garden Limited:Your cover letter is your chance to shine! Tell us why you want to work at Forest Garden Limited 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 Forest Garden Limited!
How to prepare for a job interview at Forest Garden Limited
✨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.
