At a Glance
- Tasks: Lead and develop a high-performing team to deliver exceptional customer experiences.
- Company: Join a growing contact centre operation in Newcastle with a people-first culture.
- Benefits: Enjoy 25 days annual leave, health cash plan, and flexible working options.
- Other info: Opportunities for career growth and a dynamic work environment.
- Why this job: Shape a new team and make a real impact on customer service from day one.
- Qualifications: Experience in leading teams and a passion for coaching and development.
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 our Newcastle Centre of Excellence office, 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.
Location: Newcastle
Security Clearance: BPSS
Salary: £33,000
Internal Recruiter: Rachel
Benefits: 25 days annual leave with the choice to buy additional days, health cash plan, paid volunteering days and carers leave, 4 x death in service life assurance and pension.
If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you! We believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improve performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
Customer Experience Manager (Contact Centre) employer: Sopra Steria
Sopra Steria is an exceptional employer, offering a unique opportunity for a Data Security Technical Lead to influence enterprise-wide data security strategy while working remotely. With a strong focus on professional development, competitive benefits including a generous car allowance and private medical insurance, and a collaborative work culture that values innovation, employees are empowered to grow their careers in a supportive environment dedicated to making a real difference in national security.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager (Contact Centre)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sopra Steria. 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 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 (Contact 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:Your cover letter is your chance to shine! Tell us why you want to work at Sopra Steria 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!
How to prepare for a job interview at Sopra Steria
✨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.
