Contact Centre Manager
Location: Berwick Upon Tweed
Salary: £35,000
Working Pattern:37.5 hrs per week, Monday to Friday 0800 2000 and Saturday 0900 1700, on a rotational shift pattern
Benefits:31 days holiday, discounted gym membership, enhanced pension, private healthcare, employee wellbeing support, and career coaching
About the Role
My client is on an exciting journey to revolutionise broadband capabilities for homes and businesses in rural towns and villages across Scotland and the north of England. They are connecting communities and providing them with digital access on par with city counterparts, all while being environmentally conscious and creating social value.
They are looking for an experiencedContact Centre Managerto lead their growing Customer Service team. This is a pivotal role where youll be responsible for overseeing the operations and success of the contact centre, working with a team of advisors, and ensuring that customers receive an exceptional service experience.
What You Will Be Working On:
1. Coaching and training Customer Service Advisors to improve KPIs including NPS and First Call Resolution.
2. Foster a high-performing team culture through regular feedback, training sessions, and performance reviews.
3. Provide guidance and support to advisors on complex customer interactions.
4. Help desi...