Job Title: Contact Centre Manager

Location: Ashford and Home-based (minimum of 2 days in Head Office)

Contract: Fixed Term - 12 Month Maternity Leave cover, Full-time

Salary: £33,488 - £37,715 per annum (depending on skills and experience)

About Our Client:

Our client is seeking an experienced Contact Centre Manager to oversee the operation of their multi-channel Contact Centre delivering the National Careers Service to customers across the South East of England. This role is a maternity leave cover for 12 months, based at their Ashford Contact Centre for a minimum of 2 days per week, with the remainder of the time working from home. Ideally, the contract will start in August 2024.

Role Overview:

To lead the Contact Centre (open Mon-Fri 08:00-20:00 and Sat 10:00-17:00) and a team of Virtual Careers Advisers to deliver the National Careers Service, ensuring an efficient, effective, and professional service is provided to customers, partners, and stakeholders. The role focuses on maintaining excellent standards of customer service and ensuring high-quality information, advice, guidance, and follow-up support is delivered through multiple channels.

Key Responsibilities:

• Lead all aspects of the Contact Centre operations, ensuring high-quality service delivery through telephone, email, text, webchat, and video calls.
• Maximise the performance of the contact centre against defined volumes and performance targets through effective real-time management of staff.
• Report and manage progress on a weekly basis to ensure targets are met.
• Provide an extensive handover and induction during August 2024.
• Organise and work flexibly, confidently using IT, including managing Contact Centre telephony systems and using a CRM to collect and analyse performance data.

Required Skills and Experience:

• Management experience in a contact centre or customer service environment.
• Excellent communication skills and a passion for supporting others to achieve their goals.
• Organisational skills and flexibility in working arrangements.
• Experience with Contact Centre telephony systems and CRM for performance data analysis.

Benefits:

• Annual salary of £33,488 – £37,715
• 30-33 days holiday, plus bank holidays (pro-rata)
• Membership of a defined contribution pension scheme, with contributions matched up to 10% of annual salary depending on length of service
• Free personal Life Assurance (3 x annual salary)
• Flexible working arrangements, including home working

Working Hours:

37 hours per week, including shifts between 8am and 8pm Monday to Friday, and Saturdays 10am-5pm.

For any expressions of interest or for more information, please call Robert Rowe on (phone number removed) or send CVs to (url removed).