We are currently recruiting for a Customer Services Manager to join our team in Bristol on a full-time, permanent basis. Reporting to the Contact Centre Manager you will be responsible for delivering an exceptional experience for our customers across all inbound channels.
Leading a large team, your role will cover all aspects of managing a contact centre including budgeting, managing headcount and delivery of service levels, as well as supporting the strategic direction of the department.
About You
Creating an environment for your teams to be engaged and successful is core to the success of this role.
* You will need exceptional people leadership skills as you will be responsible for creating a team that will lead Contact Services through a transformation journey
* You will have a commercial mindset, always focusing on how you can provide an efficient service that still has the customer at the heart of the solution
* Your comfortable working independently as well as working collaboratively with the wider Customer Contact Services Management team
* A history of working in collaboration with training and coaching areas
* Energetic, enthusiastic and passionate leader who motivates their team managers to deliver excellent results
* A supportive, inclusive and empathetic leader who understands how to get the best from everyone
* You will lead, inspire and co-ordinate your team at all levels to create motivated and engaged colleagues.
* Leads by example and demonstrates confidence, resilience and professionalism
* Proud to develop, support and empower others to achieve their ambitions
* Excellent team player who works collaboratively and creatively to enhance and improve service delivery
* You embrace change and deliver change in a way that is engaging and brings employees on the journey
* Forward thinking with the ability to create ideas, improvements and support the strategic agenda
* Ability to establish and maintain strong relationships between both contact centre’s (Bristol or Edinburgh)