Think Specialist Recruitment are pleased to be partnering with a large, highly successful and rapidly growing business to recruit a Contact Centre Manager for their Leeds based client services team. Responsible for a department of 40 staff that provide an incredibly important service to their customer base, we are seeking candidates with previous experience of working at contact centre manager, call centre manager or customer service manager level. You must have been responsible for team or departments of more than 25+ staff.

The Contact Centre Manager/Client Services Manager will effectively manage the department to achieve the needs of the business, clients and customers. You will ensure that all client and customer communications are dealt with efficiently and effectively by the department team.  

Overview of duties:

• Take responsibility for a department of around 40 customer service staff
• Set department and team member objectives
• Conduct performance reviews, monthly 121s
• Manage team leader activities
• Ensure completion of appropriate MI reports for clients and line management.
• Lead and develop the department to deliver the highest level of client and customer service which meet customer and business expectations
• Identify areas of development where improvements can be delivered through best practice.
• Ensure the department operates in accordance with Company quality processes and procedures and agree and implement action plans to deal with any deficiencies.
• Provide resolution of client and customer issues ensuring that issues are dealt with in a professional and efficient way and liaising via appropriate channels.
• Ensure timely management of client and customer complaints and escalations.
• Effectively communicate and liaise with internal departments and external providers to meet the needs of the business.
• Identification of training needs for all staff within the department.
• Prioritise workload in line with the needs of the business.
• Self –manage workload taking into consideration the business priorities.
• Take responsibility for the overall Performance Management of the Centre in order to achieve set
• Take ownership of the department P&L
• Attend customer meetings with Account Managers
• Ensure site Health & Safety procedures are adhered
• Work to company guidelines and UK legislation around information security and data protection

Candidate requirements:

• Must have contact centre/call centre management experience
• Strong leadership ability
• Good reporting skills
• Experience of managing departments, budgets and KPIs
• Ability to motivate, develop and train staff

Looking for the next step in your career?  Think Specialist Recruitment 

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