The role
We're looking for a Contact Centre Manager to join our Customer Operations team!
As a Contact Centre Manager at N Brown you'll be responsible for overseeing the daily operations of the call centre, ensuring exceptional customer service delivery, and driving operational efficiency. This role involves implementing process improvements and ensuring key performance metrics are met while maintaining compliance with regulatory and company standards. This role will report directly to the Chief Customer Operations Officer and have a dotted line into the Director of Operations to ensure collaborative and aligned ways of working.
This role is based at our Head Office in the Northern Quarter, Manchester. There will be an expectation to travel to our Warehouse in Shaw from time to time and international trips to our Contact centres in South Africa as required.
What will you do as a Contact Centre Manager at N Brown?
* You'll oversee the day-to-day operations of the call centre, ensuring efficiency and effectiveness in service delivery while monitoring and analysing key performance indicators (KPIs), including call handling time, customer satisfaction, first-call resolution, and adherence to service level agreements (SLAs). Working with internal and external teams to manage Workforce planning, including scheduling and forecasting call volumes, will be managed to ensure adequate staffing levels.
* Retail Balance Adjustments: You'll manage and oversee adjustments related to customer accounts, ensuring accuracy and transparency. Coordinate with relevant teams to resolve any discrepancies in account balances.
* Trustpilot Management: You'll monitor and respond to customer reviews on Trustpilot and other review platforms. Use feedback to identify areas for improvement and enhance customer satisfaction.
* Attending Governance Forums: You'll represent the retail experience function in governance meetings to discuss performance, compliance, and strategic initiatives. You'll collaborate with other departments to align goals and share insights.
* Offshore Operational Coordination: You'll oversee training and planning for offshore teams to ensure they are well-prepared to deliver quality service. Coordinate communication and operational strategies between onshore and offshore teams.
* Coordination with FS Operational Shared Services: You'll collaborate with shared services teams to align operational strategies and share resources effectively. Ensure that shared services support the retail experience goals and objectives.
* You'll ensure high-quality customer interactions and resolution of queries and complaints in a professional and timely manner. You'll oversee quality assurance frameworks offshore and processes to monitor and improve service standards, while collaborating with other departments to resolve escalated issues and enhance the customer experience.
* You'll identify and implement operational improvements to enhance efficiency, reduce costs, and improve customer satisfaction while ensuring compliance with company policies, industry regulations, and legal requirements, such as FCA regulations if applicable. Keeping up to date with best practices and emerging trends in call centre management is also expected.
* The role requires effective utilisation of call centre software and reporting tools to track performance and identify areas for improvement. Regular reports on performance, trends, and recommendations will be provided to senior management, and support will be given for the implementation and adoption of new technology solutions to improve efficiency.
What skills and experience will you have?
* Degree in business administration, management, or a related field (or equivalent experience).
* You'll have previous experience in a contact centre environment, with a minimum of 3-5 years in a managerial role.
* Offshore oversight and management experience is highly desirable.
* You'll have a strong ability to motivate and lead a diverse team.
* You'll have a good ability to analyse data and make informed decisions.
* Excellent verbal and written communication skills.
* You'll have a strong ability to identify issues and implement effective solutions.
* You'll have a deep commitment to enhancing the customer experience.
What's in it for you?
* 24 days holiday (+ 8 bank holidays) with the option to buy an additional 10 days.
* Annual bonus scheme.
* Enhanced maternity and adoption leave.
* Access to Apricity, a self-funding IVF benefit at a reduced rate.
* Company pension with up to 8% N Brown contribution.
* Mental Health support both internally and externally, including access to our wellbeing champions and counselling services.
* A range of financial wellbeing support.
* Colleague discount across all N Brown brands.
* Onsite café with subsidised rates and local restaurant discounts!
* Life Assurance and Private Medical Insurance.
* Paid volunteer time - all our colleagues can take a full day paid to volunteer for a charity of their choice.
N Brown - who we are and why work for us?
At N Brown, we're committed to building a diverse workforce and creating an inclusive environment that values equality for all. Our vision is that by 'championing inclusion, we'll become the most loved and trusted fashion retailer'. Diversity, Equity, Inclusion and Belonging are, therefore, at the heart of our culture.
We're a forward-thinking digital retailer with a financial services proposition to be proud of. We're customer-obsessed, serving them through three core brands: JD Williams, Simply Be, and Jacamo. We're experienced, with over 160 years of trading under our belt. We're inclusive, as we believe in fashion without boundaries; and we're sustainable, striving to make as little impact on the planet as possible.
In May 2024 we were delighted to be named one of The Sunday Times Best Places to Work 2024. We work hard to create a happy and inclusive culture for everyone and we're so proud to have made this list - as voted for by our very own colleagues!
Ways of Working
Our Head Office is located in the Northern Quarter in Manchester City Centre. So if you are travelling by train, tram or bus we're perfectly located, plus we're surrounded by cool cafes, trendy bars and the best places to eat!
Our working hours are 36.17 per week and our core working hours are between 10am - 4pm. Given we don't have strict working hours you can find the working pattern that's right for you.
Our promise to you:
We're an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
What happens when you apply to a role at N Brown?
As soon as we receive your application, we'll send you an email to let you know. We always aim to come back to you as soon as possible with an update and we really appreciate you taking the time to apply for a role with us. Good luck!
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