At a Glance
- Tasks: Lead a dynamic team to enhance customer service and drive operational excellence.
- Company: Join a growing organisation that values innovation and teamwork.
- Benefits: Enjoy a competitive salary, performance bonus, hybrid working, and generous holiday allowance.
- Other info: Great career progression opportunities in an inclusive and supportive environment.
- Why this job: Make a real impact by improving customer experiences and leading a high-performing team.
- Qualifications: Proven leadership experience in contact centre or customer operations management.
Brighton & Hove
Up to £45,000 + Performance Bonus + Benefits
Are you an experienced Contact Centre, Customer Service or Customer Operations Manager looking for an opportunity to lead a high-performing team and make a real impact? We're recruiting for a growing and successful organisation seeking a Contact Centre & Customer Operations Manager to lead a busy customer function responsible for sales support, customer service, scheduling and aftercare. This is a highly visible leadership role where you'll drive performance, develop Team Leaders, improve processes and use data to deliver exceptional customer outcomes while supporting the continued growth of the business.
The Opportunity
Leading through Team Leaders, you'll be responsible for creating a culture of accountability, coaching and continuous improvement. You'll balance customer service excellence with commercial performance, ensuring teams deliver against both service and sales objectives. You'll also play a key role in operational improvement projects, helping to streamline processes, improve reporting and enhance the overall customer journey.
Key Responsibilities
- Lead, coach and develop a team of Team Leaders within a fast-paced contact centre and customer operations environment.
- Drive performance across customer service, sales support, scheduling, aftercare and operational KPIs.
- Monitor and analyse performance data to identify trends, improve efficiency and enhance customer satisfaction.
- Manage employee performance, engagement, attendance and development.
- Implement processes and best practices that improve productivity, service levels and customer outcomes.
- Work closely with senior stakeholders to deliver operational improvements and support business growth.
- Champion continuous improvement and support the adoption of new systems, technology and ways of working.
About You
- Proven experience as a Contact Centre Manager, Call Centre Manager, Customer Service Manager, Customer Operations Manager or similar leadership role.
- Experience managing Team Leaders, Supervisors or Team Managers.
- Strong track record of improving KPIs, productivity, customer satisfaction and team performance.
- Confident leading performance management, coaching and employee development.
- Data-driven with strong analytical and problem-solving skills.
- Experience using CRM or customer management systems.
- Commercially aware with the ability to balance customer experience and business results.
- A hands-on leader who enjoys developing people and driving positive change.
What's on Offer?
- Salary up to £45,000.
- Performance-related bonus.
- Hybrid working.
- Pension and life assurance.
- Wellbeing and healthcare benefits.
- Generous holiday allowance.
- Parking.
- Long-term career progression within a growing business.
Office Angels are an equal opportunity employer and are acting as a recruitment agency for this vacancy.
Please be aware we receive a lot of applicants for our roles; if you have not been contacted within the next 5 days of applying for this role, on this occasion you have not been successful but please go to our website for more vacancies.
Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.
Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
Contact Centre & Customer Operations Manager in Brighton employer: Office Angels
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StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre & Customer Operations Manager in Brighton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Office Angels. 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 Office Angels 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 & Customer Operations Manager in Brighton
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 Office Angels:Your cover letter is your chance to shine! Tell us why you want to work at Office Angels 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 Office Angels!
How to prepare for a job interview at Office Angels
✨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.
