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Service Centre Team Manager

The Camping and Caravanning club
Job LocationWestwood Business Park
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time or part-time

Job Description

Our reputation of being "the friendly club" doesnt just apply to the warm welcome our customers receive when they arrive at our campsites. Our friendly culture is also a key part of day-to-day life, working at Club, and as a not-for profit organisation everypenny spent with us is invested back into improving our services.With over 750,00 members, and around 800 employees, were definitely not a small operation; although our culture still retains a friendly, family feel. We are currently recruiting for a Service Centre Team Manager to join us on a 1-year Fixed-Term contract.Reporting to the Head of Customer Service, the successful candidate will manage a team of talented Service Centre Advisors. in a predominantly inbound contact centre who deal with bookings and information for members and non-members. The team offer adviceon all aspects of the Club in a friendly and professional manner.Main duties and responsibilities:

  • To be available as the first point of reference and information for Advisors in the Membership Contact Centre Team
  • To support and manage Advisors to achieve individual and collective Contact Centre KPIs/Objectives
  • To ensure that the departments agreed Service Levels are maintained and met at all times
  • Assist with the daily coordination of work flowing through the department
  • Ensure the timely and accurate production of reports
  • Complete and submit the departments weekly Attendance Record
  • Authorise and record any required overtime within agreed guidelines and ensure that timesheets are submitted and signed.
  • Provide general administration support in order to achieve Membership Contact Centre targets through effective handling of telephony-based membership enquiries, utilising available systems and telephony
  • Arrange training timetables, site visits and attendance at Club Shows, liaising with the Contact Centre Manager - UK operations to ensure all agreed expenditure is budgeted and accounted for
  • Produce all job-aids following the agreed template; ensuring sign-off is obtained from all Team Managers prior to implementation
We are looking for the following in applications:
  • At least 1 year experience of managing a busy contact centre team
  • Demonstrable evidence of having led through effective coaching/mentoring
  • Previous experience of working within a Membership Organisation, is desirable
  • Demonstrable experience of working to challenging KPIs/targets
  • Excellent communication skills, both verbally and in written form
This post is 37.5 hours a week Monday to Friday from 09:30 - 17:30.You will also be required to work a minimum of 1 in 4 Saturdays, from 9am-1pm, for which overtime will be paid.We operate Hybrid working with 2 days in the office with the option of working from home the rest of the week.Benefits include 28 days annual leave plus bank holidays and 10% pension (5% / 5%).The Camping and Caravanning Club is a fantastic place to work, with a supportive and dedicated team. Weve been helping people enjoy the great outdoors for over 120 years and these days, as well as having campsites in fantastic locations we hold our ownmusic festival, torchlight.Due to the high volume of applications normally received unfortunately it is not possible for the Club to communicate back with each applicant so please note that if you do not hear from the Club within 3 weeks of sending your application you should assumethat unfortunately you have not been successful on this occasion. Candidates selected for interview will normally be contacted by telephone and email.The Camping and Caravanning Club actively promotes equality, diversity and inclusion. We match the needs of the Club with skills and experience of candidates, irrespective of age, disability, gender reassignment, marriage or civil partnership, pregnancyand maternity, race, religion or belief, sex, or sexual orientation.To be part of the next phase of our journey, please send in a cv and cover letter, with salary expectation to our recruitment team.

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