Location: WinsfordPosition: Customer Contact Centre ManagerSalary: Competitive Are you an experienced leader with a passion for delivering excellent customer service? SRL Traffic Systems is hiring a Customer Contact Centre Manager to lead our high-performing customer service team in Winsford. Why SRL Traffic Systems? We are a market leader in intelligent transport solutions, providing innovative traffic management systems, including portable signals, variable message signs, and CCTV. Our mission is to improve road safety and efficiency through cutting-edge solutions. What You'll Do as a Customer Contact Centre Manager: As a Customer Contact Centre Manager, you will oversee a customer service team, ensuring high standards of service, efficiency, and customer satisfaction. You will lead, coach, and develop the team to provide an outstanding customer experience. A mobile phone and laptop will be provided. This is a full-time, permanent position. Key Responsibilities: Lead, coach, and develop a high-performing customer service team. Set clear KPIs and SLAs to ensure service excellence. Ensure a seamless customer experience across all communication channels, including phone, email, live chat, and social media. Monitor call volumes, response times, and agent productivity to optimise workflows. Identify and implement automation and technology improvements to enhance service delivery. Handle escalated customer issues and ensure timely resolution. Provide data-driven insights and reports to senior management. Collaborate with Sales, Marketing, and Operations to maintain a high standard of customer service. Ensure compliance with company policies and regulatory requirements. What We’re Looking For: Essential: Proven experience in managing a customer contact centre or service desk. Strong leadership, coaching, and people management skills. Excellent communication and interpersonal skills. Ability to analyse data and drive decisions based on insights. Experience with customer service technologies such as CRM, telephony, and ticketing systems. A passion for delivering outstanding customer experiences. Ability to work under pressure and manage multiple priorities. Desirable: Experience in digital customer service, including social media and AI chatbots. Knowledge of ITIL, Six Sigma, or other service management methodologies. What You’ll Get: Company vehicle and fuel card (if applicable). Mobile phone and laptop. 20 days holiday (rising to 25) plus bank holidays. Company pension and Death in Service benefit. Cycle to Work scheme. Training and career development opportunities. Earn up to £600 through our Refer a Friend scheme. At SRL, we are committed to diversity and inclusion. We are an equal opportunities employer and welcome applicants from all backgrounds. If you require adjustments during the hiring process, please contact our HR team. Key Info: Valid driving licence (if applicable). Comfortable using technology. Willingness to travel if required. Zero tolerance for alcohol and drug use—testing is part of our safety policy. Apply Now Ready to take on a leadership role in a growing organisation? Apply today, and our recruitment team will be in touch if you meet the criteria for the Customer Contact Centre Manager role.