At a Glance
- Tasks: Lead a dynamic contact centre team to deliver exceptional customer service and drive sales.
- Company: Join a forward-thinking industry leader passionate about customer experience.
- Benefits: Competitive salary, bonus, and excellent company benefits with growth opportunities.
- Other info: Fully on-site role in South Yorkshire with great career progression.
- Why this job: Make a real impact by enhancing customer journeys and operational performance.
- Qualifications: Experience in leading large contact centre teams and engaging with stakeholders.
The Contact Centre Manager is responsible for leading and developing a multi-channel contact centre operation comprising approximately 60 FTE across Customer Service and Sales (inbound) functions. The role ensures exceptional customer experiences, achievement of commercial sales targets, operational efficiency, employee engagement, and continuous improvement while maintaining high standards of service quality and compliance.
Client Details: Our Client is a forward thinking industry leader with a real passion for delivering exceptional customer experience during every encounter. Due to recent growth, they are looking for a new Contact Centre Manager in a newly created role.
Description:
- Lead the day-to-day performance of the contact centre, ensuring customer service and sales objectives are achieved.
- Ensure appropriate resource planning, workforce management, and scheduling to meet service demands.
- Monitor operational performance through KPIs, service levels, and productivity metrics.
- Analyse customer feedback, complaints, and satisfaction data to identify improvement opportunities.
- Lead service improvement initiatives that enhance customer outcomes and operational effectiveness.
- Lead initiatives to improve customer journeys, sales processes, and operational performance.
- Create and present key reports and data to board level stakeholders based on service and commercial performance.
- Support change programmes and organisational transformation activities.
Profile:
- Experience leading a 50 FTE plus contact centre function.
- Experience of both customer service and inbound sales within a contact centre environment.
- Ability to engage with stakeholders at c-suite level through to frontline teams.
- Ability to motivate and inspire a large scale function.
Job Offer:
- Base salary of between £50,000 and £55,000.
- Located in South Yorkshire (fully on site).
- Excellent opportunity to grow, develop and progress within the business.
- Bonus of 10% plus excellent company benefits.
Contact Centre Manager employer: Michael Page
At Michael Page, we pride ourselves on being an excellent employer that champions community impact through our Social Value Lead role. Our supportive work culture fosters collaboration and innovation, providing employees with ample opportunities for professional growth while making a meaningful difference in the property industry. Located in a vibrant area, we offer competitive salaries and a commitment to employee well-being, ensuring that you thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Michael Page. 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 Michael Page 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
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 Michael Page:Your cover letter is your chance to shine! Tell us why you want to work at Michael Page 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 Michael Page!
How to prepare for a job interview at Michael Page
✨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.
