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- Tasks: Lead and support a dynamic contact centre team while managing customer complaints.
- Company: Join Lloyd Recruitment Services, a company dedicated to enhancing customer satisfaction.
- Benefits: Enjoy 33 days holiday, private medical, 9% pension, and free parking.
- Why this job: This role offers the chance to develop your leadership skills and make a real impact.
- Qualifications: Proven experience in customer service, strong leadership, and analytical skills required.
- Other info: Work a 35-hour week, Monday to Friday, with a competitive salary of £34k-£37k.
The predicted salary is between 34000 - 37000 £ per year.
Contact Centre Manager
Location: East Grinstead (Hybrid Working Pattern)
Salary: £34k-£37k
Hours: 35-hour week Monday to Friday
Excellent company benefits including: 33 days holiday, private medical, 9% company pension, free parking and much more
About the Role:
We are looking for a Contact Centre Manager with a strong background in customer service, complaints management, and team leadership. This role oversees formal complaints, supports team development, and works with stakeholders to enhance service delivery and customer satisfaction.
You’ll act as a key escalation point, coach your team, and identify opportunities for improvement by analysing trends and reporting insights. This is a dynamic role requiring strong communication, leadership, and problem-solving skills.
Key Responsibilities:
- Lead and support the contact centre team, conducting performance reviews and coaching
- Manage formal complaints, ensuring timely and high-quality resolutions
- Act as an escalation point for complex issues and senior-level concerns
- Analyse feedback and complaints to identify trends and recommend improvements
- Develop and maintain response templates for consistent customer communication
- Contribute to recruitment and onboarding of new team members
- Collaborate with internal departments to drive service improvements
Skills and Experience:
- Proven experience in customer service and complaint resolution
- Strong leadership and coaching skills
- Excellent written, verbal, and interpersonal communication
- Analytical mindset with attention to detail
- Ability to prioritise effectively under pressure
- Proficient in IT systems, including Google Workspace or MS Office
If you’re passionate about leading teams and delivering excellent customer experiences, we’d love to hear from you.
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Contact Centre Manager employer: Lloyd Recruitment - East Grinstead
Contact Detail:
Lloyd Recruitment - East Grinstead Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Manager
✨Tip Number 1
Make sure to highlight your experience in managing customer complaints and leading teams during any discussions. Use specific examples that showcase your problem-solving skills and how you've successfully resolved complex issues.
✨Tip Number 2
Familiarize yourself with common trends in customer service and complaint management. Being able to discuss these trends and how they relate to the role will demonstrate your analytical mindset and attention to detail.
✨Tip Number 3
Prepare to discuss your coaching style and how you develop team members. Think of specific instances where your leadership made a positive impact on team performance or customer satisfaction.
✨Tip Number 4
Show your enthusiasm for collaboration by thinking of ways you can work with other departments to improve service delivery. Be ready to share ideas on how to enhance customer experiences through teamwork.
We think you need these skills to ace Contact Centre Manager
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasize your background in customer service and complaints management. Provide specific examples of how you've successfully resolved issues and led teams in previous roles.
Showcase Leadership Skills: Demonstrate your leadership and coaching abilities. Mention any experience you have with conducting performance reviews or developing team members, as this is crucial for the role.
Emphasize Analytical Skills: Since the role requires analyzing feedback and identifying trends, include examples of how you've used data to drive improvements in service delivery or customer satisfaction.
Tailor Your Communication: Given the importance of communication in this position, ensure your application is well-written and free of errors. Use clear and concise language to convey your points effectively.
How to prepare for a job interview at Lloyd Recruitment - East Grinstead
✨Showcase Your Leadership Skills
As a Contact Centre Manager, strong leadership is key. Be prepared to discuss your previous experiences in leading teams, conducting performance reviews, and how you have successfully coached team members to improve their performance.
✨Demonstrate Problem-Solving Abilities
This role requires excellent problem-solving skills. Prepare examples of complex issues you've resolved in the past, particularly those involving customer complaints, and explain your thought process and the outcomes.
✨Highlight Your Analytical Mindset
The ability to analyze feedback and identify trends is crucial. Bring specific examples of how you've used data to drive improvements in service delivery or customer satisfaction in your previous roles.
✨Prepare for Communication Scenarios
Since communication is vital in this role, practice articulating your thoughts clearly. You might be asked to role-play a scenario where you handle a difficult customer complaint, so think about how you would maintain professionalism while resolving the issue.
