Do you have Customer Service experience, and are you seeking a new full-time job in Preston? Electricity North West is looking for a full-time Contract Centre Duty Manager, and the role comes with an attractive salary and a benefits package. As a Contact Centre Duty Manager, you will manage the day-to-day running of a front-line customer contact centre team by motivating, giving instruction and monitoring performance to ensure the delivery of excellent customer service cost-effectively whilst ensuring regulatory standards are achieved. In this role, you can expect to: Build effective operational contact centre shift patterns against forecast, modifying where appropriate to react to situations to optimise contact centre performance Monitoring and analysing real time performance of inbound calls, alerting managers of any situations which may impact service level or efficiency targets and making recommendations for action to be taken when necessary Be first point of contact (when on duty) for agents to report absence or updates on circumstances, late shift swaps etc Co-ordinate resources and additional support for the Contact Centre when work streams activate increase as a result of network faults or campaigns Intraday updates to shift patterns and forecasted call volumes Support implementation of new Work Force Management system Co-ordinate planned off-line time i.e. meetings, 1 to 1 s and training etc with managers ensuring these can be undertaken based on in-day volumes and performance levels Support telephony system updates and upgrades ensuring they are delivered without impact to the customer Provide data for relevant Contact Centre reports and trackers Managing real time efficiency of the Customer Advisors, monitoring adherence and conformance and alerting floor managers of non-adherence and changing shifts and workloads to balance requirements Provide support with the desking plan to ensure full utilisation of desking on anchor days To act as customer duty manager out of hours within the contact centre on a rota basis including weekends and bank holidays. Provide support during storms and assist in ensuring regulatory information is provided To apply for this role, you will need: Min of 4 GCSEs including English Language and Mathematics Experience of customer related systems and processes preferred Experience of a contact centre environment preferred Expert knowledge of MS Excel data manipulation essential In return for your dedication, collaboration and commitment, you'll receive a generous salary and a benefits package, joining a welcoming and inclusive culture. We are committed to ensuring our people are supported and are proud of our reward and benefits offer, which includes: An annual bonus scheme Twenty-five days annual leave increasing with length of service Private healthcare An employee rewards portal offering discounts on several well-known brands A market-leading contributory pension scheme Employee assistance programme and opportunity for professional development through our L&D function. To apply for this full-time Contact Centre Duty Manager job in Preston, please contact Electricity North West today. Please refer any friends or colleagues for this role or direct them to our Careers page on our website. We re champions of the North West, and we re proud that our electricity network connects communities and helps keep the electricity flowing every minute of every day, from when you wake up to when you fall asleep and all the hours in between. A key part of the UK s journey to net zero carbon is the revolution of our electricity industry, and as the region's network operator, it s our responsibility to lead the way, help the North West to decarbonise and pave the way for the growth of renewable energy. Together we have the energy to transform our communities. We are switched on. We are adaptable. We take pride. Any offer made will remain conditional until pre-employment checks are complete to a level deemed satisfactory by Electricity North West. Due to the of this role, the following pre-employment checks will be required; references from previous employers, a Disclosure and Barring Service (DBS) and a Drug & Alcohol test. We reserve the right to close this vacancy early. We don't accept speculative CVs from agencies. Any received we will assert ownership of the candidate and no fee will be payable.