Customer Services Manager – Contact / Call Centre (AWDO-P3180)

Customer Services Manager with excellent management and leadership skills required for a busy Contact / Call Centre with a well-established Company based in Leeds, West Yorkshire.

SALARY: £30,000 - £35,000 per annum

BONUS: With the potential to earn up to one month’s salary

BENEFITS PACKAGE: 26 Days Holiday plus Bank Holidays, Car Park Season Ticket 24x7, Pension Scheme (includes Death in Service Cover and Income Protection)

WORKING HOURS: 37.5 Hours per Week, Monday to Friday, 0830hrs – 1700hrs (occasional weekend and night-shift work may be required)

** Excellent Career Development Opportunities **

JOB OVERVIEW

We have a fantastic new job opportunity for a Contact / Call Centre Customer Services Manager that has excellent management, leadership, organisational and time-management skills.

Working as the Customer Services Manager you will oversee the operation of a busy high volume Contact / Call Centre, which receives intercom, telephone calls and emails from customers and colleagues in relation to queries, requests and complaints.

As the Contact / Call Centre Customer Services Manager you will also be responsible for web instant messaging activities as well as handling pre-booking requests.

As a successful candidate you will have a great opportunity to join a well-established Company that can offer excellent career development opportunities.

APPLY TODAY

If this job looks like your ideal position then please send in your CV as soon as possible for our Recruitment Team to review.

DUTIES

Your duties and responsibilities as the Customer Services Manager:

• Delivery of all Contact / Call Centre channels e.g. Direct PMS intercom communications, landline telephone calls, web instant messaging

• Change management - adapting to demands of new product introductions i.e. in-house pre-book, and impact on team

• Integration of new products following own proven and Company project process

• Manage the daily running of the Centre, including effective resource planning and implementing call centre strategies and operations

• Setting and meeting performance targets for speed, efficiency and quality

• Ensuring all relevant communications, records and data are updated and recorded

• Liaise with direct reports and local operations staff to gather information and resolve issues

• Liaise with technical and Control room colleagues in the Netherlands and UK

• Monitor telephone calls to improve quality, minimise errors and track performance

• Coordinate recruitment with the HR representative

• Review the performance of staff, identifying training needs and plan training sessions

• Review statistics, user rates and the performance levels of the centre and prepare reports

• Handle escalated customer complaints or enquiries and resource assist during peak periods

• Ensure shift patterns and an adequate number of staff are available to meet demand

• Coach and motivate staff on 5 star service and personal ownership culture

IDEAL CANDIDATE REQUIREMENTS

• Proven record of leading and delivering company-wide process improvement

• Proven record of people management, coaching, and delivering consistency of service across team

• Proven record of real time trend analysis to effect proactive local site improvement and overall continuous improvement

• Previous experience of motivating and leading a team in a Customer Service Centre environment

• Excellent team communications skills

• Conversant with Microsoft Office applications including MS Word and MS Excel

• A full driving licence is essential

HOW TO APPLY

To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

PLEASE NOTE: CVs MUST be attached to your email job application in Microsoft Word or PDF format for our systems to process your application correctly, rather than your CV copied and pasted into the body of the email.

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