Contact Centre Manager

Role: Contact Centre Manager

Location: Watford (hybrid 3 days office/2 days home after training period)

Salary: Up to 60,000 DOE + bonus + benefits

Hours: 37 per week Mon-Sun to business needs as 24/7 contact centre

This is an exciting opportunity for an experienced Contact Centre Manager with experience looking after vulnerable customers to join my Watford based client. Leading a team of up to 8 Agents.

Do you have experience leading a contact centre team who speak to vulnerable customers?

Do you strive for customer excellence?

The Contact Centre Manager is responsible for overseeing and improving the operations related to supporting customers in vulnerable circumstances. This role involves understanding customer needs, implementing programs to address vulnerabilities, and ensuring effective support systems are in place.

Role Responsibilities of the Contact Centre Manager:

• Provide leadership and direction to the team, creating a high performing culture of continuous improvement.
• Collaborate with teams from within Customer and Retail Care to deliver a best-in-class operation for all contact channels
• Proactively interact with our players, handle complex interactions and escalations to a satisfactory conclusion that meets both the need of the player and the business
• Spot patterns to identify potentially vulnerable customers.
• Build and promote positive relationships with stakeholders across the wider business
• Monitor and analyse customer data and behaviour to identify trends and patterns.
• Ensure all agreed departmental KPIs and requirements are achieved
• Always Act as an ambassador for the company and customer.

Key Skills and Experience of an experienced Contact Centre Manager:

• Proven track record of managing and developing high performing teams.
• Excellent Customer Service and interpersonal skills.
• Experience of working in a comparable role within the industry or relatable sector (i.e. Banking, Finance, etc.)
• Experience of working in a highly regulated environment and working with vulnerable customers is essential.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Experience and knowledge of safe practices is desirable but not essential.
• Strong communication skills which can be demonstrated with stakeholders at all levels across the business.
• High Degree of Confidentiality.

Please follow the link to apply for this Contact Centre Manager role based in Watford.