Contact Centre Manager

• Location: York City Centre
• Job Type: Full-time
• Salary: £35,000
• Working Hours: Full-time

Are you an experienced Customer Service/Sales Manager?

Do you want to work for one of the best employers in York? Look no further!

This role reports directly to the Head of Customer Contact and involves managing a team of 10-20 direct reports.

Day-to-day of the role:

• Lead and manage the Sales team to deliver their accountabilities and responsibilities effectively.
• Build and improve team capability and motivation through one-to-ones, coaching, feedback, development, and empowerment.
• Drive a performance and customer-focused culture, placing the customer at the heart of everything we do.
• Create and maintain a high-performing, motivational sales environment, energising the team to achieve targets and deliver excellent customer service.
• Collaborate with teams across the business to ensure operational excellence and exceptional customer experiences.
• Manage and foster relationships with suppliers and third parties.
• Ensure the accuracy and efficiency of the team’s output and performance.
• Provide accurate and timely reporting to support stakeholders in making data-driven decisions.
• Promote a unified team approach across the business.
• Continuously improve the team’s role in the customer journey.
• Participate in the on-call team on a rotational basis.

Required Skills & Qualifications:

• Proven experience leading teams to achieve sales targets in a contact centre environment.
• Demonstrated ability to enhance customer experiences.
• Driven to meet sales targets and capable of motivating others to achieve the same.
• Strong customer-first mentality, with the ability to inspire this ethos within the team and across the business.
• Resilient, positive, and personable approach to leadership.
• Calm and confident problem-solving skills.
• Empathy, with the ability to understand customer perspectives.
• Experience in building strong relationships with suppliers and third parties.
• Ability to balance people management and performance outcomes.
• Strong written and verbal communication skills.

Benefits:

• Excellent working location in the city centre with easy public transport links
• Employee discounts
• 33 days holiday inc bank holidays
• Buy and sell holiday scheme
• Healthcare benefits
• Enhanced maternity and paternity leave
• Contributory pension scheme

If this sounds like it could be for you, don’t hesitate in applying!