Our Olympians need you How would you like to work with We Are Swim - one of Britain's most successful sport and leisure businesses? We are looking for an engaging and inspiring individual to work as our Contact Centre Manager to join our industry leading team, delivered at centres across the UK. We are looking for an enthusiastic, confident, self-starter with the ability to provide an exceptional level of customer service utilising all communication mediums (AI, systems, phone, e-mail, web and mail). You are detail oriented and fanatical about providing the very best level of customer service in order to establish the leading standards in the Swimming Industry. Summary of Role To lead, inspire and engage a team of customer service agents whilst managing systems to deliver an exceptional customer experience to customers of a market leading Learn to Swim subscription business. Specific Responsibilities Day-to-day leadership of the Contact Centre team, managing employee relations, appraisals, weekly rota management, holidays, absenteeism and recruitment. Develop a talent dense team, driving a performance and customer centric culture to achieve high levels of customer satisfaction, providing first-time resolution to customers and attainment of SLA’s and core KPI’s. Manage contact centre systems to provide a seamless omni-channel and digital customer experience. Create opportunities for customers to manage their subscriptions with self-serve options. Monitor and act on customer satisfaction and effort scores through appropriate customer feedback mechanisms. Recommend improvements of systems, tech and processes as necessary, giving input on continual improvements to the customer journey that supports business objectives, including but not limited to customer retention. Build relationships with key stakeholders to achieve optimum performance and engagement levels, developing and implementing strategic initiatives and managing risks and issues as they arise. Develop synergy and alignment between contact centre and multi-site locations to ensure a holistic approach to customer service and satisfaction. Provide data and insight to Senior Leadership team on a regular basis. Develop a culture where data protection and security is of upmost importance. Lead by example promoting the company’s values and culture. Adhoc requests and project related work as requested. Person Specification A personality led leader who is passionate about Customer Service and can demonstrate an in-depth understanding of what great customer service means. Considerable operational experience in a multi-channel contact centre environment. Understands the commercial aims of the organisation and how to influence and engage others. Skilled in analysing, interpreting and actioning data centred on performance insight and customer behaviour. Demonstrable track record of contact centre performance improvement and delivering against KPI’s and SLA’s. Proactive development of operational plans designed to deliver against a customer engagement strategy. Advanced user of Microsoft Office Exceptional customer focus and people development skills. Strong written and verbal communication skills. Ability to build credible business relationships with key internal stakeholders. Practical and solutions minded approach to problem solving and a methodical approach to work. Confidence in dealing with other business areas and senior management. Experienced at managing call centre operations