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 experienced Contact Centre Manager to 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: Coaching and training Customer Service Advisors to improve KPIs including NPS and First Call Resolution. Foster a high-performing team culture through regular feedback, training sessions, and performance reviews. Provide guidance and support to advisors on complex customer interactions. Help design and implement efficient internal processes to streamline customer interactions and improve resolution times. Manage shift scheduling to ensure optimal team coverage during operating hours. Handle and resolve complex customer queries across phone and email channels. Escalate issues to senior management or relevant teams as necessary. Oversee complaint management processes ensuring resolutions align with company policy and compensation guidelines. Work collaboratively across other teams to resolve escalated queries and improve cross-team handling and management. Monitor, analyse, and report team and advisor performance metrics and trends to ensure efficient and effective query resolution. What You Will Bring to the Role: Ability to present insightful data that enhances the Customer Service teams performance. Extensive experience in team development, with a focus on delivering impactful and engaging training. A background in process design and improvement that drives efficiencies for the team and the customer. Experience with CRM tools, complaint management systems, or ticketing systems to track and resolve customer issues. Previous team management experience within a Customer Service, Call, or Contact Centre environment. Are You Ready for the Challenge? If you are passionate about providing exceptional customer service and leading a team to success, we want to hear from you Apply today and be part of something exciting.