We are pleased to be recruiting for a Contact Centre Manager for a company based in Hemel Hempstead, we are looking for a high-calibre candidate with a proven track-record in all aspects of customer experience and community management to support the implementation of a Customer Service team, which will run alongside the established Contact Centre.

As a Contact Centre Manager, you will support the Head of Customer Contact in the implementation of the customer contact strategy, continually improving the customer contact. The position is primarily based in a buzzing and vibrant Contact Centre and will involve occasional travel

Duties:

• Driving change within the function to continually innovate processes to improve complaints handling efficiency.
• Being the voice of our brand and managing all community communications across various social media platforms,
• Managing and supporting customer complaints through to resolution.
• Producing reports that identify root causes, assisting the business with learning from complaints and social reviews, and identifying opportunities for continuous business improvement.
• Monitor and report on key community management metrics: community health, speed of replies, ‘Perfect Post’ content.
• Manage monthly audits of social responses, including updates on best practice and learnings.
• Direct management of a small team, including performance reviews and people management.
• Devise and deliver training to up-skill team members.
• Represent the customer contact centre for selected projects.
• Reporting to the Head of Customer Contact, it is essential you have the credibility and proven experience within a fast-paced, multi-site customer care operation that will allow you to continue to drive their business forward at a rapid rate, with ability to influence and engage at all levels.

Candidate requirements:

• Have strong understanding of customer service through multiple channels, community management, social media strategy and tactics, complaints resolution and service recovery.
• Be able to demonstrate significant experience of overseeing resolution of complaints and disputes in a regulated environment.
• Have sound knowledge and experience of working with PR and branding principles, risk and reputation management.
• Have a passion for championing the customer and using insights to drive customer experience improvements across the customer journey.
• Demonstrate sound commercial awareness.
• Have experience of managing a team

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

Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent, temporary and contract recruitment with areas of expertise including: administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT support.

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