Contact Centre Team Manager
Posted 2 days ago
- Cardiff, South Glamorgan
- Any
- External
- Expires In 3 months
At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.
We provide a supportive environment that is committed to enabling our people to be the best ensuring they feel proud to be themselves and part of BUUK Infrastructure.
We are looking for a Contact Centre Team Manager who would like to help us reach our mission to earn customer loyalty and drive business growth by providing consistently excellent service.
As the Contact Centre Team Manager your key responsibilities are
Lead, coach and develop a team of Customer Service Advisors in delivering exceptional customer service
Identify skills gaps and potential process improvements to increase performance of your team and the service to our customers
Support Advisors with dealing with challenging situations and take ownership of complaint handling where required
Day to day management of the Contact Centres workflows
Collaborate and foster relationships with the wider business, and actively engage in staff and customer engagement activities
Current shift patterns fall between 08:00 20:00 Monday Friday, including some Saturdays 09:00 13:00
About you
Proven experience of leading a Contact Centre team, with good knowledge of technologies and a thorough understanding of performance metrics
Effective leadership skills with proven experience of coaching and developing team members
Ability to drive change and continuously look for improvements
People focused with a passion for customer service
Excellent communicator who can build relationships at all levels
What can you expect from us
At least the cost of living pay increase every year
Company pension contributions up to 10% if employees contribute 5%
33 days holiday including bank holidays with the ability to purchase an additional 10
Enhanced maternity, paternity and adoption pay
£1000 net of tax to refer friends and family
Hybrid working for eligible roles
Development opportunities to reach your career aspirations
BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do. Please ask us about flexible working options.
For more information please contact our resourcing team on 01359 308260.
TPBN1_UKTJ
We provide a supportive environment that is committed to enabling our people to be the best ensuring they feel proud to be themselves and part of BUUK Infrastructure.
We are looking for a Contact Centre Team Manager who would like to help us reach our mission to earn customer loyalty and drive business growth by providing consistently excellent service.
As the Contact Centre Team Manager your key responsibilities are
Lead, coach and develop a team of Customer Service Advisors in delivering exceptional customer service
Identify skills gaps and potential process improvements to increase performance of your team and the service to our customers
Support Advisors with dealing with challenging situations and take ownership of complaint handling where required
Day to day management of the Contact Centres workflows
Collaborate and foster relationships with the wider business, and actively engage in staff and customer engagement activities
Current shift patterns fall between 08:00 20:00 Monday Friday, including some Saturdays 09:00 13:00
About you
Proven experience of leading a Contact Centre team, with good knowledge of technologies and a thorough understanding of performance metrics
Effective leadership skills with proven experience of coaching and developing team members
Ability to drive change and continuously look for improvements
People focused with a passion for customer service
Excellent communicator who can build relationships at all levels
What can you expect from us
At least the cost of living pay increase every year
Company pension contributions up to 10% if employees contribute 5%
33 days holiday including bank holidays with the ability to purchase an additional 10
Enhanced maternity, paternity and adoption pay
£1000 net of tax to refer friends and family
Hybrid working for eligible roles
Development opportunities to reach your career aspirations
BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do. Please ask us about flexible working options.
For more information please contact our resourcing team on 01359 308260.
TPBN1_UKTJ