What you will do 

The role is a key managerial position where you are responsible, as one of a cohort, for providing robust control and governance across Customer Services.

You are expected to lead, guide and ensure the delivery of exceptional standards and performance within your team, adding expertise to other teams where needed.

You are also expected to contribute towards customer experience initiatives and operational performance enhancements.

This is an office-based position with our office located in Newton Heath, Manchester.

Please note, this is a full-time position, working 5 days out of 7 including some weekends.

What we offer

• Competitive salary

• Paid holidays and sick pay

• Comprehensive benefits package including pension, life assurance, employee assistance program, employee referral scheme, employee discounts including high street brands, cycle 2 work scheme and discount on Johnson Controls security products

• Extensive product and on the job/cross training opportunities with outstanding resources available

• Encouraging and collaborative team environment

• Career development through various career ladders including Customer Service

• Dedication to safety through our Zero Harm policy

• Access to business resource groups

• Training on our company values

How you will do it 

• Deliver operational Contact Centre objectives, service levels and KPI performance

• Deliver and drive an improved customer experience

• Positively contribute to the budgetary performance of the Customer Service operation by maximising opportunities and minimising costs within your team

• Lead, engage and motivate your area of responsibility to optimise performance of both individuals and teams’

• Lead, manage and monitor of operational teams and processes ensuring, they are compliant with internal and external governing standards

• Identify, build and maintain positive internal and external stakeholder relationships

What we look for 

• Contact centre experience

• Extensive experience of successfully driving performance through coaching

• Experience of facilitation both in small and large groups

• Ability to flex and deliver in a fast-paced environment.

• Ability to engage, challenge and influence.

• Attention to detail.

• Obtained or aware of recognised coaching and development qualifications (CIPD, CPD as an example)

• Able to apply LEAN Six Sigma Greenbelt or systems thinking methodology to process improvement

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