Full job descriptionLead a busy contact centre team and shape the customer experience within a fast-growing, customer-focused business.
FindCore are thrilled to be assisting a fast-growing customer-focused business with the recruitment of a Customer Service Manager – Call Centre.
Permanent, full-time position based in Manchester / Worsley.
Salary
£40,000 – £50,000 depending on experience + performance-related bonus of up to 25% + additional benefits
This is a hands-on contact centre leadership role with responsibility for leading a team of approximately 14 advisors, improving customer service performance, developing team capability and ensuring inbound and outbound activity delivers an excellent customer experience.
Key Responsibilities
*Lead the day-to-day operation of a busy customer contact centre.
*Manage, coach and develop a team of approximately 14 customer service advisors.
*Set clear daily, weekly and monthly performance expectations.
*Monitor customer service levels, call quality, conversion and overall team performance.
*Listen to calls and deliver regular one-to-one coaching and feedback.
*Develop structured coaching plans to improve individual performance.
*Run quality assurance activity including call listening, calibration and feedback sessions.
*Monitor inbound and outbound call activity and ensure appropriate customer coverage.
*Manage dialler campaigns, call routing, queues and contact strategies.
*Analyse advisor, campaign and customer data to identify opportunities for improvement.
*Maintain accurate CRM information and ensure team activity is properly recorded.
*Manage complaints and escalated customer issues professionally.
*Support recruitment, onboarding and training of new advisors.
*Manage rota planning, staffing levels and schedule adherence.
*Work closely with senior operations leadership to improve customer experience and commercial performance.
*Maintain high standards of regulatory, legal and internal policy compliance.
Requirements
*Previous experience as a Customer Service Manager, Contact Centre Manager, Call Centre Manager or similar.
*Proven experience managing and developing a contact centre team.
*Strong coaching and performance-management experience.
*Comfortable spending significant time listening to calls and working directly with advisors.
*Experience managing both inbound and outbound customer activity.
*Strong understanding of contact centre KPIs, service levels and performance reporting.
*Experience with cloud-based dialler or CCaaS platforms would be highly advantageous.
*Confident using performance dashboards, CRM data and telephony reporting.
*Strong complaint-resolution and customer service skills.
*Experience implementing quality assurance and coaching frameworks.
*Strong leadership, communication and organisational ability.
*HubSpot or comparable CRM experience would be beneficial.
*Experience with AI or speech analytics tools would be advantageous.
Benefits
*£40,000 – £50,000 salary depending on experience.
*Performance-related bonus of up to 25%.
*Permanent, full-time position.
*20 days’ holiday rising with service, plus bank holidays.
*Holiday purchase scheme.
*HealthShield healthcare cash plan.
*Company pension.
*Employee discounts.
*Health & wellbeing programme.
*Company events.
*Free on-site parking.
*Ongoing leadership and professional development.
*Opportunity to play a key role within a rapidly growing business.
Please apply.