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Contact Centre Service Manager

Coulter Elite Resourcing Ltd
Job LocationPeterborough
EducationNot Mentioned
Salary£37,500 - £43,500 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Contact Centre Service ManagerPeterboroughFull Time, Permanent£37.500 P.A + Bonus (£43,500 OTE)Coulter Elite Resourcing are currently looking for a Contact Centre Service Manager to work with one of their rapidly growing clients who specialise within the IT industry in Peterborough.The ideal candidate will have a background in managing a contact centre and will be a strong leader with a proven background in managing, coaching, and developing managers, team leaders and staff at an operations / customer service level. This is a fantastic position for someone who has a passion for delivering high levels of customer service at a management level and is looking to work for a progressive forward-thinking company who offer a clear strategic path of progression and career development.Duties include:

  • Management and leadership of all aligned Service Desk Team Leaders - 121s, PIPs, ad hoc support and guidance
  • Provide a senior level escalation point for customers and internal management
  • Play an active role in the escalations and complaints process to ensure the Service Desk always provides a swift and highly effective resolution of issues
  • Identify service improvement areas across the Service Desk
  • Work collaboratively and responsively with the Service Improvement Team to drive continual service improvement across the Service Desk
  • Contactable and diligent outside of core working hours for Team Leader support and guidance
  • Carry out ad hoc project work for Management
  • Be responsive to and assist with service improvement requirements (customer onsite facing meetings may be required from time to time)
  • Work consistently and collaboratively with counterpart Service Desk Managers to drive consistent quality across the Service Desk
  • Produce and deliver KPIs for aligned teams
    • Experience Required:
  • Experience of Service Contact Centres at a management level
  • Proven people management and leadership skills
  • An understanding of the ITIL lifecycle IDEAL
  • MUST have experience managing Team Leaders or Managers
    • This is a full time permanent Contact Centre Service Manager, working Monday to Friday offering an annual salary of £37.500 P.A+ Bonus (£43.500 OTE)If this position sounds like you, then please forward your CV to Adam at Coulter Elite Resourcing.Coulter Elite Resourcing is an independent recruitment agency based in Peterborough supplying permanent and contract personnel, from office junior through to the highest levels of management both locally and nationally. Between our team we have a wealth of experience and we operate in both the Permanent, Temporary and contract marketplace, covering the following areas:Accounts, Administration, Bi-lingual, Call Centre, Customer Service, Design Engineers, Directors, Warehousing, Distribution, Engineering, Finance, Graduates, Human Resource, Insurance, IT, Legal, Logistics, PR, Media, Purchasing, Reception, Sales, Secretarial, PA, Telesales, Web Design Required skills
  • ITIL
  • Service Desk Manager

    • Keyskills :
    ITIL Service Desk Manager

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