Account Delivery Manager

We have a new exciting opportunity, not to be missed! At CPM we are currently looking for an Account Delivery Manager to join our client’s site in Coventry until 31st December 2017, thereafter based in the South West Coast. You will join them on a full time, permanent basis and will receive a competitive salary of up to £40,000 per annum depending on experience.

About the Account Delivery Manager role

The role is responsible for the operational delivery and client relationship management of the automotive account delivering customer services across multiple contact channels. The key focus in this role will be on operational delivery and people management of the team.

Key responsibilities of the Account Delivery Manager include;

- Work directly with the senior client contact on a day to day basis to coordinate and manage the running of the CC

- Provide leadership and management of direct reports

- Focus on putting structure and process in place to manage teams, Service levels/KPIs

- Collect and analyse call-centre statistics to ensure we are on track across all KPIs 

- Implement PDPs for the teams and support the Team managers on driving Coaching and Quality

- Management of HR issues such as staff complaints/under performance issues

- Design clear and effective business information and ensure it is delivered to internal stakeholders, our clients and the board & where appropriate monitored and refined

- Accurate planning and tracking of deliverables and ensuring stakeholders are regularly appraised of status and progress

- Work with finance to manage the client budget

What we’re looking for in the Account Delivery Manager;

- Proven experience in a call centre management position

- Experience in managing clients - preferably automotive

- Experience in customer service

- Knowledge of performance evaluation and customer service metrics

- Solid understanding of budgeting reporting and procedures

- Experience in basic financial analysis

- Outstanding communication, interpersonal & presentation skills

- Excellent organisational and leadership skills with a problem-solving ability

- Strong influencer

Working Hours – 37.5 hours per week

- Monday to Friday – between 8am – 6pm on a rota basis

So if you would like to join our team as our new Account Delivery Manager then please click ‘apply’ today – don’t miss out, we’d love to hear from you!