Job Description
We are seeking an experienced Call Centre Manager to join our team in Caerphilly. This role offers a salary of £32,500 - £42,000 per annum, depending on experience.
About the Role
The Call Centre Manager will be responsible for motivating and leading a team of customer ambassadors, managing complex customer inquiries, and ensuring excellent customer service is provided at all times.
Responsibilities
* Support, coach, and develop the Customer Service team.
* Act as an escalation point for difficult calls and complaints.
* Design training programs, monitor calls, upskill, and cross-train the team.
* Analyse, diagnose, and resolve errors, faults, and incidents from customers.
* Record information accurately to support improvements and decision-making.
* Prioritise and monitor workload.
* Provide excellent customer service through open and interactive communication.
Requirements
* Previous experience managing a customer service team, including performance management, coaching, training, and mentoring.
* Ability to work well under pressure in a high-volume environment.
* Complex query and complaint management experience.
* Experience with CRM systems.
* Excellent organisation and time management skills.
* A warm and friendly disposition, with a passion for helping customers.
* Excellent communication skills, both verbal and written, to liaise at all levels.
What We Offer
* 25 days holiday, plus an extra day for your birthday.
* Private medical insurance.
* A free company product.
* Multiple training opportunities.
* Employee discounts.
* Free on-site parking.
* A cycle to work scheme.
* A company pension.
* Casual dress for comfort.