Call Centre Manager

CALL CENTRE MANAGER CAERPHILLY

£30,000 - £40,000, depending upon experience

Monday - Friday between 8 am - 5.30 pm

Our client, a leading technology manufacturer, is looking for a Call Centre Manager to join their fast-paced and rapidly growing team. As a Call Centre Manager, you will motivate and lead a team of customer ambassadors as well as managing complex customer inquiries.

BENEFITS

This role offers 25 days holiday, plus an extra day for your birthday! Additional benefits include private medical, a free company product and multiple training opportunities. There are employee discounts, free on-site parking, a cycle to work scheme, a company pension and casual dress for comfort. It's a fantastic working environment in a new office.

RESPONSIBILITIES

As a Call Centre Manager, you will:

• Support, coach and develop the Customer Service team.
• Act as an escalation point for difficult calls and complaints.
• Be responsible for designing training, monitoring calls, upskilling and cross training the team.
• Analyse, diagnose, and resolve errors, faults, and incidents from customers.
• Ensure information is recorded accurately and continually to support improvements and decision making.
• Prioritise and monitor workload.
• Provide excellent customer service, building rapport through open and interactive communication.

WHAT YOU NEED

To be considered for the role of Call Centre Manager, you will need:

• Previous experience managing a customer service team, including performance management, coaching, training and mentoring.
• The ability to work well under pressure, in a high-volume environment.
• Complex query and complaint management experience.
• Experience with CRM systems
• Excellent organisation and time management skills.
• A warm and friendly disposition, with the passion for helping customers.
• Excellent communication skills, both verbal and written, to liaise at all levels

NEXT STEPS

If you are you an enthusiastic and hardworking individual, and are interested in becoming a Call Centre Manager, then apply with you CV today! Our team will review your application to see if it's a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.

Why wait? Don't miss out. Apply today!