Contact Centre Manager

Description:

We are currently recruiting on behalf of our client for an experienced and inspiring Contact Centre Manager to lead their Customer Service Centre teams. This is a strategic leadership role offering a fantastic opportunity for someone who is passionate about driving performance, developing high-performing leaders, and shaping the future of a growing customer service operation from the outset.

Key Responsibilities:

Leading and inspiring Customer Service teams to deliver outstanding performance against operational, quality, compliance, and reporting standards
Championing outstanding customer service, including inclusive and accessible support for customers in vulnerable situations
Creating an engaging, inclusive, and supportive working environment, leading on colleague engagement, wellbeing, and performance
Building strong relationships with internal and external stakeholders to influence and drive service improvements
Leading, coaching, and developing a team of managers, empowering them to build confident, high-performing teams
Championing innovation and continuous improvement, including the use of digital technology, Salesforce, omnichannel services, and AI to enhance customer outcomes
Using data and insight to identify opportunities to improve performance and the overall customer journeySkills & Experience Required:

Proven experience leading customer service operations within a contact centre environment, including responsibility for multiple teams and the leadership of managers
Strong track record of improving performance, increasing engagement, and delivering excellent customer outcomes through continuous improvement
Experience developing and coaching leaders, building capability, and creating high-performing, accountable teams
A curious, innovative mindset with the ability to embrace new technology and lead teams through change
Experience working within a regulated environment, with a sound understanding of compliance, assurance, and governance frameworks
Strong knowledge of customer service operations, including complaint handling, escalation management, and supporting vulnerable customers
Excellent communication, influencing, and decision-making skills, with the ability to build credibility with senior stakeholdersIf you are passionate about developing people, improving services, and creating outstanding customer experiences, we would love to hear from you.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK