At a Glance
- Tasks: Lead service delivery for a luxury retail client across multiple locations and teams.
- Company: Join the world's largest contact centre solutions provider with a global presence.
- Benefits: Enjoy competitive salary, great benefits, and opportunities for international travel.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by enhancing customer experiences and driving operational excellence.
- Qualifications: Proven leadership in contact centre management and strong stakeholder engagement skills.
The predicted salary is between 50000 - 60000 £ per year.
Location: UK based in Bristol, Manchester, Glasgow, or Bangor (hybrid/WFH considered). Quarterly international travel may be required.
Salary: Dependent on experience
Contract: Permanent & full-time
Great Benefits
The Role
We are seeking a Service Delivery Manager to lead a key luxury retail client account across multiple geographies. This is a client-facing role requiring a commercially aware, strategic thinker who can drive operational excellence and deliver against performance targets. You will be accountable for end-to-end service delivery, ensuring productivity, service levels, and quality consistently meet or exceed client expectations. Working across multiple teams, you will lead performance, foster engagement, and create an environment that attracts, develops, and retains talent. Success in this role will require strong leadership, stakeholder management, passion, personality and the ability to translate operational insight into actionable improvements that enhance customer experience.
Key Responsibilities
- Own and deliver performance across all operational KPIs, identifying trends and implementing corrective actions where required
- Build and maintain strong client relationships, balancing client expectations with business objectives
- Lead multi-site and remote teams, ensuring alignment, engagement, and high performance
- Translate operational data into clear, actionable insights to drive continuous improvement
- Manage multiple priorities and deadlines in a fast-paced environment
- Partner with internal functions (Client Services, Operations, WFM, Quality, Project Management) to deliver cohesive outcomes
- Drive innovation, transformation initiatives, and rapid change implementation
- Ensure compliance with contractual, security, and data protection requirements
- Produce high-quality business and client reporting with clear commentary and recommendations
- Identify and mitigate operational risks, ensuring robust controls are in place
- Support employee engagement initiatives, including forums and feedback mechanisms, to proactively address issues
Skills & Experience
- Proven leadership experience as a contact centre manager or equivalent (100 FTE)
- Experience managing operations across multiple sites and regions, including remote teams
- Strong stakeholder management and influencing skills at all levels
- Solid operational management background with a focus on performance delivery
- Demonstrated ability to manage complex client relationships
- Experience working with off-shore and/or multi-lingual operations
- Knowledge of contact centre tools and reporting platforms (e.g. telephony, email, workforce tools)
- Track record of delivering change within the operation.
Personal Attributes
- Strong relationship-building skills with senior stakeholders
- Clear communicator with the ability to translate client requirements into team objectives
- Collaborative approach, working effectively across multiple support functions
- Commercially aware with a proactive, solution-oriented mindset
- Detail-focused with strong analytical capability
- Passionate about delivering high-quality customer and employee experiences
- Continuous improvement mindset, including exposure to methodologies such as Six Sigma
Who are we?
While you may not have heard of us, it’s likely you will have spoken to us at some point. We have sites in over 50 countries and we talk to customers in more than 66 different languages and dialects on behalf of major international companies. We’re really proud to say we are the biggest in the world. Impressive, right? In the UK we operate out of multiple locations and provide a diverse range of contact centre solutions. You could call us experts in the call centre services industry. Whether you’re working in one of our locations, or from a clients’ own centre or even based in one of our International contact centres, Teleperformance can really offer you a world of opportunities. Our passion is what led us to achieve the number 1 spot in our market and it is also what helps our clients to achieve what once may have seemed impossible; delivering outstanding customer experience at every single opportunity. This is only possible because our people are transforming passion into excellence.
Service Delivery Manager in Avon employer: Teleperformance
At Teleperformance, we pride ourselves on being a leading employer in the contact centre industry, offering a dynamic work environment across multiple UK locations including Bristol, Manchester, Glasgow, and Bangor. Our commitment to employee growth is evident through our robust training programmes and opportunities for advancement, while our hybrid working model promotes a healthy work-life balance. Join us to be part of a passionate team that values innovation, collaboration, and excellence in delivering exceptional customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Avon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Teleperformance. 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 Teleperformance 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 Service Delivery Manager in Avon
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 Teleperformance:Your cover letter is your chance to shine! Tell us why you want to work at Teleperformance 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 Teleperformance!
How to prepare for a job interview at Teleperformance
✨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.
