At a Glance
- Tasks: Lead and develop a team to deliver outstanding customer experiences in a new contact centre.
- Company: Join a growing operation in Newcastle with ambitious plans for expansion.
- Benefits: Flexible working arrangements, supportive culture, and opportunities for career growth.
- Other info: Dynamic environment with a focus on work/life balance and employee wellbeing.
- Why this job: Shape a new team and create a positive, customer-focused culture from day one.
- Qualifications: Experience in leading teams and a passion for coaching and developing others.
The predicted salary is between 26100 - 31900 £ per year.
Are you passionate about developing people, delivering outstanding customer experiences, and building a high-performing team from the ground up?
We're looking for a Customer Experience Manager to join our brand-new contact centre operation in Newcastle.
This is an exciting opportunity to play a key role in establishing and shaping a new team, leading a group of Customer Experience Specialists and helping create a positive, customer-focused culture from day one.
You'll be joining a growing operation with ambitious plans for expansion, where people come first.
Working closely with colleagues, leadership teams and agency partners, you'll help develop, motivate and support your team to deliver exceptional customer outcomes while fostering a collaborative and engaging working environment.
This role is currently office-based in Newcastle to support the launch of the new operation, onboarding and face-to-face training.
As the site grows and matures, there may be opportunities for hybrid working in the future.
What you will be doing
- Leading, motivating and developing a team of Customer Experience Specialists to deliver excellent customer service outcomes.
- Creating an engaging team culture through regular team meetings, one-to-ones, coaching and wellbeing support.
- Managing team performance against service levels, quality standards and customer expectations.
- Supporting colleagues through feedback, coaching and development conversations to help them succeed.
- Overseeing people management activities, including absence management, HR processes and performance discussions.
- Building strong relationships with internal stakeholders and recruitment agency partners to support the growth of the operation.
What you’ll bring
- Proven experience leading teams within a contact centre, customer service or operational environment.
- Strong people leadership skills with a passion for coaching, mentoring and developing others.
- Experience managing performance, service levels and customer-focused outcomes.
- Excellent communication and stakeholder management skills.
- The ability to create an engaged, motivated and inclusive team culture.
- Strong organisational skills with the ability to balance people, customer and operational priorities.
It would be great if you had
- Experience supporting the launch, growth or transformation of a contact centre operation.
- Experience managing temporary or agency-supplied colleagues.
- Knowledge of workforce planning or resource management within a customer service environment.
Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity.
We support different ways of working and can offer a range of flexible working arrangements.
Our Specialist Private Sector team are experienced in a range of different markets including Banking, Insurance, Retail, Travel, Transport and Utilities.
We help our customers develop, deliver and operationalise their digital transformation strategies.
We work in true partnership with our customer, gaining a deep understanding of their business and technology issues.
Our capabilities and credentials across Private Sector markets enable the design, delivery and management of business transformation programmes.
We help our clients respond to changing customer demands, keep ahead of the competition, and safeguard their systems from evolving business and technology risks.
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Customer Experience Manager (Call Centre) employer: Sopra Steria Limited
Sopra Steria Limited is an excellent employer, offering a supportive work culture in Newport that prioritises accuracy and professionalism. Employees benefit from a comprehensive package including 25 days of annual leave and a health cash plan, alongside opportunities for personal and professional growth within a dedicated team focused on impactful data protection. This role not only provides valuable experience but also contributes to meaningful work supporting the Ministry of Justice.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager (Call Centre)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sopra Steria Limited. 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 Sopra Steria Limited 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 Customer Experience Manager (Call Centre)
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 Sopra Steria Limited:Your cover letter is your chance to shine! Tell us why you want to work at Sopra Steria Limited 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 Sopra Steria Limited!
How to prepare for a job interview at Sopra Steria Limited
✨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.
