At a Glance
- Tasks: Lead and inspire a team to deliver exceptional customer service in a busy call centre.
- Company: Join a dynamic company focused on customer satisfaction and team development.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Opportunity to shape team culture and drive continuous improvement.
- Why this job: Make a real difference by leading a team that prioritises customer care and operational excellence.
- Qualifications: Experience in managing customer service teams and strong leadership skills.
The predicted salary is between 42791 - 52301 £ per year.
Call Centre Manager - Wirral We are looking for an experienced Call Centre Manager to lead a busy customer-focused team, ensuring the highest levels of service, performance and operational delivery.
You will have responsibility for the day-to-day management of the Response Centre Advisors and Senior Advisors, ensuring customer enquiries and emergency repair calls are handled efficiently, professionally and with empathy.
Key Responsibilities Lead, motivate and develop a team of Response Centre Advisors and Senior Advisors.
Monitor performance against agreed KPIs, SLAs and quality standards.
Provide regular coaching, feedback, performance reviews and development support.
Oversee escalated calls, major incidents and complex customer enquiries.
Ensure consistently high levels of customer service and accurate call handling.
Identify training needs and opportunities for continuous improvement.
Manage attendance, wellbeing, performance and other people-related matters.
Support workforce planning and ensure staffing levels meet operational requirements.
Work closely with internal teams and clients to maintain strong service delivery.
Investigate complaints and recurring issues, identifying root causes and implementing improvements.
Contribute to recruitment, onboarding and retention of team members.
About You Previous experience managing a customer service, contact centre or response team.
Strong leadership, coaching and people-ma...
Call Centre Manager employer: NMS Recruit Ltd
NMS Recruit Ltd is an excellent employer, offering a vibrant and friendly workshop environment in Preston where skilled technicians can thrive. With opportunities for hybrid and EV training, as well as MOT Tester training, employees are encouraged to grow and develop their skills while enjoying a stable Monday to Friday work schedule that promotes a healthy work-life balance.
