Contact Centre Manager / Customer Service / Customer Relations

Contact Centre Manager / Customer Service / Customer Relations / Energy
Nottingham Commutable from Loughborough, Mansfield and Derby
Salary £40,463

Our client is the first not-for-profit energy company owned by a local authority. They were set up by Nottingham City Council to tackle fuel poverty and give people a cheaper, better alternative to the Big Six. They are proud to be leading the way in trying to reduce fuel poverty for those who need help the most.

They are a national supplier, with over 100,000 customers and growing fast! They work with a number of other local authorities, such as Leeds, Liverpool, and Derby City Councils, by helping them to create their own energy brand in partnership with them. With others due to launch soon, they are proud to be at the forefront of publicly owned energy supply.

They currently have an exciting opportunity for a Contact Centre Manager, reporting to the Customer Service Manager and taking full responsibility for running the growing front office multi channel Customer Contact Centre and managing the day to day relationship with the outsourced partners.

You’ll take ownership of driving the day to day performance of Team managers and Customer Service Officers to deliver against a balanced scorecard of KPI’s and will ensure that customer queries are recorded in line with regulatory requirements and that they are resolved at first point of contact where possible. You’ll develop and deliver short and long term plans to develop and engage colleagues as well as working with the resource planner to ensure that service level targets are met.

Our client is looking for someone who demonstrates a successful history of working comfortably in high pressured environments with the soft skills to line manage contact centre Team Managers and colleagues. You’ll need the strategic mindset to develop and implement colleague performance plans and to drive a range of KPI’s aimed at delivering a customer centric efficient contact centre.

The successful candidate will be educated to degree level or have equivalent significant experience combined with previous proven experience of running a fast paced, large scale contact centre operation (ideally over 80 seats). You’ll possess the ability to manage key stakeholder relationships at an executive level and have experience of driving efficiency and improved performance. Attention to detail is vital combined with the ability to work independently, as a team member and with third party suppliers. Organisation and time management skills are crucial combined with coaching capabilities and strong numeric and analytical skills.