Contact Centre Manager

£40000 - £50000 per annum
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.

We are delighted to support a fantastic organisation that continue to grow and evolve, and they are currently looking to bring a new Contact Centre Manager into their inbound customer service operation which has a total of 250FTE, rising to 350FTE at peak. As the Contact Centre Manager, you will assume managerial responsibility for 50% of the headcount, so 125-175FTE.

All frontline FTE currently work from home, across the UK, whilst senior management are required to attend the Northamptonshire-based office 2/3 days per week; whilst your Advisors might work remotely, to engage and collaborate with the other senior leaders within the business and drive forwards the new business strategy, you will be working in a hybrid capacity. My client is open to relocators, or someone within a reasonable commute to their office given the requirement to be present in the office approximately 50% of the time.

The home-working model that our client currently operates started during COVID, and it is still being tweaked to better serve their customers, but during the past three years whilst much has worked brilliantly, there are still some teething problems. One major issue they face is the disconnect they feel from their staff who they never see in person, unless behind a screen. We are looking for an inspirational leader who can create a new "people first" culture within this business. This new environment with an emphasis on "team" will create a more collaborative approach to how they work, and whilst KPI's and SLA's remain of importance, this culture shift that you will drive each day will make the operation a fun and enjoyable place to be, whether you are working from home, or in the office.

You must have a strong desire to coach, nurture, develop and train your people to create a best-in-class contact centre operation that is fit for purpose not just now, but also into the future.

This operation currently handles inbound emails and telephone calls, but is looking to expand into a more multi-channel operation in the coming year(s) so are looking for a great leader who has previous exposure to new system implementations, preferably with experience of onboarding social media and/or web chat solutions into a contact centre environment.

If you are a proven 'Manager' within a contact centre and are looking for a new, exciting opportunity, please contact Mark Conway or Daniel Bryant at CCP urgently, as this role will move quickly.

CCP are proud to support many of the world’s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course.

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