Naukrijobs UK
Register
London Jobs
Manchester Jobs
Liverpool Jobs
Nottingham Jobs
Birmingham Jobs
Cambridge Jobs
Glasgow Jobs
Bristol Jobs
Wales Jobs
Oil & Gas Jobs
Banking Jobs
Construction Jobs
Top Management Jobs
IT - Software Jobs
Medical Healthcare Jobs
Purchase / Logistics Jobs
Sales
Ajax Jobs
Designing Jobs
ASP .NET Jobs
Java Jobs
MySQL Jobs
Sap hr Jobs
Software Testing Jobs
Html Jobs
IT Jobs
Logistics Jobs
Customer Service Jobs
Airport Jobs
Banking Jobs
Driver Jobs
Part Time Jobs
Civil Engineering Jobs
Accountant Jobs
Safety Officer Jobs
Nursing Jobs
Civil Engineering Jobs
Hospitality Jobs
Part Time Jobs
Security Jobs
Finance Jobs
Marketing Jobs
Shipping Jobs
Real Estate Jobs
Telecom Jobs

Contact Centre Manager

Birmingham 2022 Commonwealth Games
Job LocationBirmingham
EducationNot Mentioned
Salary£40,000 - £45,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Closing Date - 04/01/2021The Contact Centre Functional Area sits within the Communications, Marketing and Media Division, which is responsible for developing and protecting the Birmingham 2022 brand, as well as driving awareness and interest in the Games via our major campaigns such as ticketing, volunteering and the Queens Baton Relay. Birmingham 2022 are looking for a Contact Centre Manager to establish and manage a high performing in-house Contact Centre team, delivering exceptional customer service in response to inbound enquiries including but not limited to, major programmes such as volunteering and Queens Baton Relay baton bearer recruitment, community engagement and general Games enquiries.Requirements

  • Recruit, motivate, lead, inspire and develop a high performing team of Contact Centre Administrators and Coordinators
  • Contribute to the development, planning and implementation of the Contact Centre service model
  • Establish Contact Centre policies, procedures, processes and service level standards
  • To work with other Functional Areas to ensure Contact Centre resourcing is in line with the needs of the Organising Committee across multiple programmes and campaigns
  • Support the team to deliver exceptional customer service, assign key tasks and responsibilities, setting objectives, monitoring performance and reviewing outputs on a regular basis
  • Coach and develop the Contact Centre team to continually improve performance
  • Driving productivity to achieve targets whilst maintaining the highest levels of customer service
  • Acting as a customer champion contribute to customer journey mapping / planning ensuring Contact Centre integration and alignment with other functional areas
  • Establish, monitor and report on customer satisfaction KPIs
  • Undertake performance reviews and 1:1 meetings with direct reports
    • Skills & Experience RequiredEssential
  • Degree or Diploma in a relevant subject or extensive vocational experience in a similar role
  • Extensive experience in contact centre management
  • A self-starter, with a positive solution focused outlook
  • Must be highly organised and able to prioritise competing demands with a demonstrated ability to deliver to tight deadlines
  • Strong practical knowledge of customer service and complaint handling
  • Experience of developing and delivering Contact Centre policies and procedures
  • Experience of managing large teams of customer service representatives
  • Knowledge of Contact Centre system procurement and development
  • Project management
  • Budget management
  • Supplier management
    • Desirable
  • Customer service qualifications
  • Previous experience of setting up a Contact Centre function or department
    • Salary - £40,000-45,000 per annumStart date - March 2021This position is subject to a Basic criminal record check from the Disclosure and Barring Service.Birmingham 2022 is an equal opportunities organisation and Disability Confident employer and we encourage applications from all backgrounds and communities. We are working towards achieving Leaders in Diversity through the National Centre for Diversity. The principles "FREDIE" (Fairness - Respect - Equality - Diversity - Inclusion and Engagement) support our aim of delivering a truly inclusive and accessible games. As part of our commitment as a Disability Confident employer, we offer a guaranteed interview to anyone with a disability whose application meets the minimum criteria for the post. If you wish for your application to be considered under the Disability Confident scheme, please submit a completed form with your application, which can be found on the Birmingham 2022 jobs site under the current vacancies drop down.To apply for this role please follow the link and complete the application attaching a single document containing your CV and Covering Letter. Please also submit your disability confident/ reasonable adjustments form (if required).On occasions where we receive a large number of applications, we may close the advert ahead of the publicised closing date. We would therefore advise that you submit your completed application as soon as possible.We take your data privacy seriously. Before sending your application please review our applicant privacy notice which explains how we use your personal data. This can be found on the Birmingham 2022 jobs site under the current vacancies drop down.Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited and Grafton Professional Staffing Limited. We are committed to protecting the privacy of all of our candidates and clients. Following some recent changes to data protection laws we have updated our Privacy Policy. To view a copy and to help you understand how we collect, use and process your personal data please visit the Privacy page on our Gi Group UK website.

    APPLY NOW

    Contact Centre Manager Related Jobs

    © 2019 Naukrijobs All Rights Reserved