Ready to Make an Impact?
If you're an experienced, high-energy, multi-channel contact centre manager who lives within commuting distance of Peterlee, we want to hear from you!
About Us
At Everflow, we’re redefining the utility industry. We're an award-winning, fast-growing company, delivering exceptional and environmentally friendly water and waste services to businesses across the UK. Our mission is to simplify utilities, saving our customers time, money, and energy so they can focus on what matters most: achieving their business goals.
Everflow isn’t like other companies. Sure, we have perks like free coffee, break rooms, and ping pong tables, but what truly sets us apart is our values. We encourage our people to be their authentic selves and embrace the freedom to innovate. At Everflow, it’s not just about delivering exceptional results for our customers; it’s about cultivating a fulfilling, balanced work environment where great things happen.
The Role
In 2023, we opened our sleek Peterlee office to house our expanding team in style. This modern space features high-tech meeting areas, a café, and plenty of social spaces (think arcade games, table tennis, and pool tables!).
As a Senior Contact Centre Manager, reporting to the Head of Customer Contact, you will be instrumental in shaping our customer experience as we embark on an exciting customer service evolution in 2025. You’ll lead three teams of talented customer service professionals, ensuring our customers receive a service experience that’s second to none. Whether via phone, email, or live chat, you’ll encourage agents to bring their best selves to every customer interaction.
What You’ll Do
We're on a journey to evolve our customer experience, and we need your expertise to make it happen! Here’s what you’ll be responsible for:
* Leading and inspiring customer service teams.
* Shaping customer service strategy and aligning it with business goals.
* Setting and tracking customer satisfaction targets.
* Collaborating with internal teams to improve processes and service delivery.
* Overseeing budgets and resources to ensure optimal performance.
* Reviewing performance metrics and ensuring continuous improvement.
* Working with the Resource Planning Manager to manage capacity and resources effectively.
* Promoting a culture of excellence where settling for “good enough” isn’t an option.
What We’re Looking For
We need someone with:
* Proven leadership experience in a contact centre environment.
* A big personality, who can inspire and motivate people.
* Self-awareness and the ability to lead strategically and with empathy.
* A collaborative, team-focused attitude.
Ready to Join Us?
If you're looking for an exciting role where you can make an immediate impact and help shape our future, this is your chance! Send us your CV, and let’s have a conversation about how you can help us revolutionise customer service at Everflow.
Salary and Benefits
Up to £50k dependant on experience. Here are some of the benefits you can expect:
* Annual salary reviews.
* Up to 7% employer pension contribution.
* Continuous support, personalised development, and top-notch training.
* Quarterly awards and annual bonuses.
* Generous annual leave of 25 days plus bank holidays.
* Flexibility to buy or sell up to 5 days of annual leave.
* Extra day of annual leave to celebrate a special day.
* Life insurance covering you up to 3x your salary.
* Up to 26 weeks of paid maternity leave or 4 weeks of paid paternity leave.
* Access to a health care cash plan.
* Free onsite gym and café discount.
* Hybrid working after probation.
* Social events and team activities.
* Electric car scheme and cycle to work scheme.
* Free parking.
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