At a Glance
- Tasks: Lead and inspire customer service teams to deliver exceptional performance.
- Company: Dynamic company focused on innovative customer service solutions.
- Benefits: Competitive salary, inclusive work environment, and opportunities for personal growth.
- Other info: Join a diverse team committed to outstanding customer experiences.
- Why this job: Shape the future of customer service while developing high-performing leaders.
- Qualifications: Experience in leading contact centre operations and coaching managers.
The predicted salary is between 45091 - 45091 £ per year.
We are currently recruiting on behalf of our client for an experienced and inspiring Contact Centre Manager to lead their Customer Service Centre teams. This is a strategic leadership role offering a fantastic opportunity for someone who is passionate about driving performance, developing high-performing leaders, and shaping the future of a growing customer service operation from the outset.
Key Responsibilities:
- Leading and inspiring Customer Service teams to deliver outstanding performance against operational, quality, compliance, and reporting standards
- Championing outstanding customer service, including inclusive and accessible support for customers in vulnerable situations
- Creating an engaging, inclusive, and supportive working environment, leading on colleague engagement, wellbeing, and performance
- Building strong relationships with internal and external stakeholders to influence and drive service improvements
- Leading, coaching, and developing a team of managers, empowering them to build confident, high-performing teams
- Championing innovation and continuous improvement, including the use of digital technology, Salesforce, omnichannel services, and AI to enhance customer outcomes
- Using data and insight to identify opportunities to improve performance and the overall customer journey
Skills & Experience Required:
- Proven experience leading customer service operations within a contact centre environment, including responsibility for multiple teams and the leadership of managers
- Strong track record of improving performance, increasing engagement, and delivering excellent customer outcomes through continuous improvement
- Experience developing and coaching leaders, building capability, and creating high-performing, accountable teams
- A curious, innovative mindset with the ability to embrace new technology and lead teams through change
- Experience working within a regulated environment, with a sound understanding of compliance, assurance, and governance frameworks
- Strong knowledge of customer service operations, including complaint handling, escalation management, and supporting vulnerable customers
- Excellent communication, influencing, and decision-making skills, with the ability to build credibility with senior stakeholders
If you are passionate about developing people, improving services, and creating outstanding customer experiences, we would love to hear from you.
Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles. We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.
PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.
Contact Centre Manager in Glasgow employer: Huntress - Maidstone
Huntress - Maidstone is an excellent employer that fosters a dynamic and supportive work culture, perfect for ambitious Sales Executives looking to thrive in a fast-paced environment. With competitive salaries, a rewarding bonus scheme, and ample opportunities for professional growth, employees are encouraged to develop their skills while building meaningful relationships with clients. Located in Ashford, the company offers a vibrant community atmosphere, making it an ideal place for those seeking both personal and career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Manager in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Huntress - Maidstone. 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 Huntress - Maidstone 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 Glasgow
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 Huntress - Maidstone:Your cover letter is your chance to shine! Tell us why you want to work at Huntress - Maidstone 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 Huntress - Maidstone!
How to prepare for a job interview at Huntress - Maidstone
✨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.
