At a Glance
- Tasks: Lead a dynamic team to deliver top-notch customer service across various channels.
- Company: Join the City of Wolverhampton Council, dedicated to serving the community.
- Benefits: Enjoy a competitive salary, flexible work hours, and opportunities for professional growth.
- Other info: Be part of a supportive environment focused on continuous improvement and development.
- Why this job: Make a real difference in people's lives by enhancing their access to essential services.
- Qualifications: Proven management experience in customer service and strong communication skills are essential.
Hours: Full Time 37 Hours
Contract type: Permanent (Full Time 37 Hours)
Work style: Flexible
Salary: £52,413 - £56,730 (Grade 8)
Role Overview
City of Wolverhampton Council seeks an experienced Contact Centre Manager to lead the delivery of high‑quality customer contact across face‑to‑face, telephone, email and digital channels. The role requires shaping a high‑performing service, driving continuous improvement and ensuring residents, businesses and visitors can access council services easily and effectively.
Key Responsibilities
- Lead the operational delivery of customer contact services across multiple channels.
- Provide visible leadership to teams and managers, ensuring excellent day‑to‑day service performance.
- Drive productivity, performance and service improvement, using insight and data to inform decisions.
- Work with senior stakeholders to plan for change, demand and future service developments.
- Support and develop leaders and teams through coaching, performance management and continuous professional development.
- Ensure complaints, escalations, compliance and operational risks are managed effectively.
What We’re Looking For
- Substantial management experience in a customer service or contact centre environment.
- A track record of leading operational teams, improving performance and delivering change.
- Strong communication and stakeholder management skills, with the ability to influence at all levels.
- Experience using performance data, CRM systems and contact centre technology to improve services.
- A commitment to excellent customer experience, equality, compliance and continuous improvement.
- A relevant professional or management qualification, or equivalent experience.
For further information, please contact Lisa Powell at Lisa.Powell3@wolverhampton.gov.uk.
Customer Service Contact Centre Manager in Wolverhampton employer: WMJobs
City of Wolverhampton Council is an exceptional employer, offering a dynamic work environment where you can lead and innovate in customer service delivery. With a strong commitment to employee development, flexible working arrangements, and a focus on continuous improvement, you'll find ample opportunities for professional growth while making a meaningful impact in the community. Join us in shaping a high-performing service that enhances the experience of residents, businesses, and visitors alike.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Contact Centre Manager in Wolverhampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WMJobs. 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 WMJobs 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 Service Contact Centre Manager in Wolverhampton
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 WMJobs:Your cover letter is your chance to shine! Tell us why you want to work at WMJobs 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 WMJobs!
How to prepare for a job interview at WMJobs
✨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.
