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Customer Contact Centre Manager

Alexander Hancock Recruitment
Job LocationManchester
EducationNot Mentioned
Salary£35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Our client is one of the leading cosmetic surgeries in the UK, delivering exceptional service levels, the highest levels of safeguarding and first class care and treatment to their patientsAs part of their continued drive to offer the highest standards of customer care, they are setting up a Customer Care Department to provide outstanding care, from the very first phone call.As well as their customer care levels, the business also provides itself on its positive working environment, their employees’ wellbeing, and their job satisfaction. They want their team to be proud to work for them and take pride in their work.Role for the position of Customer Contact Centre Manager:

  • To ensure that the team provide an impeccable phone advice and to develop a team who is competent, professional, friendly, and highly empathic towards our patients’ needs
  • The Customer Contact Centre is the first stop in every client’s experience, by having a friendly compassionate attitude , the team will be setting a positive tone for the rest of their experience
  • As a result of the excellent customer service provided, and your continuous guidance and mentoring, the team should achieve a high level of bookings
  • You will be overall responsible for the smooth and efficient running of the customer contact centre to the highest professional standards
  • Responsible for the recruitment, training and motivation of the Call Centre Agents. You will be responsible for the development and delivery of training plans, including ongoing training with the primary focus on patient care and customer service
  • You will be the nominated communicator between internal and external stakeholders including developing an effective relationship with the Marketing Department and the Clinic Managers to organise bookings in line with the business needs. As well as HR, Finance and other Directors
  • Development of exceptional relationships with their portfolio of consultants is crucially important and this must be developed and maintained at all times to ensuring the team are trained on new clinicians and treatment’s that may be introduced.
    • Responsibilities for the position of Customer Contact Centre Manager
  • Actively mentor, monitor and guide the team, to continuously improve performance and customer satisfaction.
  • Responsible for recruitment, training, 1 to 1s, engagement and overall performance management of call agents.
  • Constantly develop the team skills and knowledge.
  • Understand clients’ needs and the customer experience, and constantly strive to improve customer service.
  • Investigating complaints and service failures, identifying and implanting mitigation strategies.
  • Generate reports and use statistics to improve performance.
  • Work with the Marketing team and other stakeholders to ensure all works towards same objectives and all bookings opportunities are maximised.
  • Oversee general in house and external processes within the call centre including IT, software, systems.
  • Monitor the competition.
  • Perform constant standard checks including call audits.
  • Provide a safe, happy and focused environment for the team
    • Experience Required for Customer Contact Centre Manager
  • Experience of working in a high-level customer service setting.
  • Outstanding customer service skills.
  • Excellent telephone manner.
  • Demonstrate an interest to learn more about the industry.
  • Must have at least 5 years in a similar role
  • Strong focus on service and care.
  • Able to deliver and create training.
  • Good IT skills
    • Core Attributes required
  • Natural Salesperson, warm and engaging
  • Professional and good communication skills.
  • Organised and efficient.
  • Excellent inter-personal and communication skills.
  • Inspirational focus.
  • Forward thinking.
  • Ability to demonstrate flexibility.
  • Highly Pro-active and motivated by targets.
  • Be able to empathise and engage with patients.
  • Commercial awareness.
    • Excellent salary and bonus Required skills
  • Delivering Exceptional Customer Service
  • Customer Service Qualifications
  • Previous experience offering 5* service
  • Proven experience managing high performing teams

    • Keyskills :
    Delivering Exceptional Customer Service Customer Service Qualifications Previous experience offering 5* service Proven experience managing high perfming teams

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