Job Description

Contact Centre Operations Manager - Belper

Are you an experienced operations manager looking for a new challenge in a supportive and dynamic environment? This role offers the opportunity to lead a team and make an impact in a recently refurbished contact centre, with a focus on employee well-being, growth, and success.

What We Offer:

• Modern Working Environment: Our contact centre has been recently refurbished, with sit-stand desks designed to enhance productivity, creativity, and comfort.
• Work-Life Balance: We understand the importance of balance, offering clear shift schedules well in advance so you can plan your time effectively.
• Team Building and Fun: Participate in team-building events and competitions that are social, enjoyable, and strengthen team spirit.
• Attractive Benefits: Enjoy a competitive salary, 25 days of holiday plus bank holidays, bonus opportunities, and a generous pension scheme for your future security.

Role Description:

• Team Leadership: Manage and support teams of Customer Service Advisors to ensure business goals and operational targets are met.
• Coaching & Mentoring: Use MI data to guide and develop your team, improving performance and operational efficiency.
• Operational Growth: Help grow our service products by optimising resources and meeting customer needs according to forecasts and budgets.
• Customer Service Excellence: Take ownership of escalated customer issues, resolving them fairly and effectively to ensure high satisfaction.
• Recruitment: Lead the recruitment of Customer Service Advisors, ensuring alignment with HR processes and operational requirements.

Experience Required:

• Operations Management: You must have previous experience managing operations within a contact centre environment.
• Career Stability: We are looking for candidates who have a history of staying in a role for a significant period and growing with the company, demonstrating loyalty and long-term commitment.
• Qualifications: GCSEs in English and Mathematics (Grade 4 or above) or equivalent. A Level 3 qualification in customer service or team management is a plus.
• Leadership Skills: Strong people management abilities with excellent communication skills.
• Adaptability: The ability to manage fluctuating business demands and deadlines effectively.
• Data-Driven: Experience using MI data to monitor and improve performance.

If you are passionate about leading teams, improving performance, and delivering exceptional customer service, we'd love to hear from you! Apply now and take the next step in your career with a company that values your long-term growth and success.

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.